Morris Home Furniture and Mattress — Local services in Springdale

The absolutely worst customer service I have ever dealt with. We have purchased a lot of new furniture on account of buying our first home. We bought our sectional from Morris and absolutely loved it. We decided to go back to look for a new formal dining room table. The sales team is nice and we always appreciated Andy our sales man, however after receiving our furniture much later than what was expected we noticed it had numerous dents and scratches, although they were small they were all over- from the base of the table, the table top itself, to the chairs. Now I do not know if this is a delivery or a manufacture issue, but regardless we contacted customer service. I would call Morris and wait on hold for no less than 10 minutes before even talking to someone about my issue which I found ridiculous. They had to send a technician out which was scheduled through a third party (also very annoying). I received a call from them a few days later and they came out about a week later. They came, and I never heard a single thing from Morris as promised by the tech. So I called myself. Finally, I got the answer I wanted- they were going to bring a new table and three new chairs. They finally came and we thought all was well. There were STILL small scratches on the chairs but I was done complaining I just wanted a table at this point. About two months later I was vacuuming and happened to lean down and see a huge crack down the side of the table. I immediately called and waited on hold and yet again and said they needed to send out another technician. The technician came and told my fiancé and I to our face that this was a manufacture problem and again Morris would be getting ahold of us. I was patient AGAIN and still waited over a week and a half before calling. I had to explain my entire story again for the 23rd time and the lady in customer service was very rude and said yeah "you have a lot of notes in here" as if I was a pain. If they didn't already set me over the edge- she told me she'd talk to the supervisor and see what they could do. A few hours later she calls me back and tells me that it is a delivery error not manufacture and basically I would have no option because the table had been in my home for 4 months at this point! Clearly Morris does not stand behind the furniture they sell. My fiancé is involved at this point and now were just asking for our money back and to get this table out of our home. After waiting for more call backs we FINALLY have it scheduled to have our table picked up, but I am still in utter shock how absolutely TERRIBLE Morris customer service is. Not one time did I get a follow up call about our furniture that had to get re-delivered and not one time I have gotten an apology for this happening-- again! My only wish is to let as many people know that unless your furniture comes to you absolutely perfect, you will get the run around with customer service! The disconnect with this third party they have for repairs to what seems like 2 people running customer service that have terrible customer service skills and no clue what's going on will drive you crazy. We will absolutely never step foot back into Morris or Ashley Home Furniture and neither will my family and friends. PLEASE BEWARE!!!!!!!!!!!!! Below is just one picture of this four month old table, the other crack is worse! This is our formal dining room table that has been sat at less than 3...

Part 2

My furniture was not delivered until 6:49 that evening.  Some of the drawers to the dresser had polyurethane in them and some did not. The ones that had the polyurethane in them had painters' tape in them.  The drawers also had dirt in them that I thought I was getting the floor model.  On July 25th , the day I was to received my replacement headboard I received a call from the driver who stated that the headboard that he has is damaged but he was told to still bring it to see if I wanted it.  I told the driver that I am not paying for a damage item and that it was no point to coming. I am frustrated by the fact that Morris would load the truck with items that they know are damaged or think that I would be okay with paying for a damaged headboard.  Again, this is not the first time that Morris has delivered damage merchandise.  I tried calling Morris but was not able to reach anyone, however shortly thereafter I received a call from what I was told was the corporate office. They wanted to set up a third attempt to delivery my headboard. I explained to her that now I have been inconvenience now the second time.  I told the lady that they could just come and pick up their furniture.  She told me that they could not as the furniture had been in my home 3 days. I explained to her that I did not get the delivery till almost 7PM and the 3 days would be up today at 7PM. She then told me that the 3 days started that day, and it did not matter on the time. I asked her what they were going to do for my inconvenience. . She placed me on hold then she came back and stated that she could give me a store credit for $75 and that was the highest they would go. I told her that was not acceptable and that I would be making some calls. I paid $199 for white glove deliver and in their own words Morris states that white glove service provides the highest level of assembly, inspection and after-purchase service. I paid for white glove service but did not received it. On August 6th I was able to speak with the General Manager at the Florence store.  I explained my situation to him, and he stated that he was willing to refund the $199 delivery fee.  He stated that he could not process the refund until the headboard has been delivered. Upon hanging up from him I called Morris customer care line but was not able to reach anyone.  I have attached documentation of all my attempts of contacting Morris for assistance, but I have not been successful in doing so. I emailed the customer Care which is also attached. I do not understand how Morris tell customers that you have 3 days to contact them but contacting them and speaking with someone has been almost impossible. How is it that they load merchandise not knowing its damaged?  I am very frustrated and disappoint customer after making over 30 calls to Morris Furniture. I will do what I can to warn others about shopping at Morris Furniture so no one else encounters the same experience. Run, Be very afraid!!!!

Sent from my Verizon, Samsung...

Update over a year later: they never delivered the parts, and CLOSED THE WARRANTY REQUESTS WITHOUT EVER COMPLETING THEM. Do not buy any furniture from Morris if you care about quality, honesty, or customer service- they fail miserably in all regards. This company is run by maliciously incompetent people who only care about getting your money and absolutely nothing else.

Quality- we bought a sectional from Morris, within one month, it already had issues. In the spam of less than a year, a wire has been frayed due to it being shipped attached to the moving portion of the recliner, causing to naturally cut into the wire from regular use; the remote and motor for one of the recliners has failed; and the motor for the third recliner will sporadically become unresponsive until the power box is unplugged and plugged back into the outlet; the back lumber brace of one of the seats has snapped from regular use.

Customer service- there is no way to call for warranty requests. You have to go in person or use the online chat on their website. The initial request I had to put in was for a simple splitter cable replacement. It took TEN MONTHS for a simple cable to be sent to me, which has still not been installed, because I’m still waiting on more parts for the piece! After a technician came out for a warranty request, they apparently neglected to take photos of the tags, which were needed for the part orders- except no one told me this until after I requested on update while having to submit ANOTHER warranty request with them. So they were apparently going to just leave me in the dark waiting for parts I would never get, wonderful!

Honesty- when purchasing our sectional, our salesman told us the manufacturer warranty would only cover issues with the frame, and nothing with electronics. This was a blatant lie. And because of this lie, I got into a back and forth goose chase with the protection plan company they promote- ProtectAll, also known as GBS, Ent. LLC. This caused further delays as ProtectAll suddenly cancelled my service request a month into the process to fix the motor and remote for one of the seats, stating the warranty should be covering that- which was news to me! This could have been avoided by the salesperson simply being honest about what the warranty covers.

Morris furniture seems to care only about making a quick buck rather than running a quality furniture company. They sell shoddy products and drag out warranty requests in a way that makes it seem as if they hope you just give up and stop bothering them. If you buy from them you will regret it.

Update- 6 months later and my furniture still has not been fixed and I continue to be given the runaround by every customer service rep I speak with. I have now owned this sectional since March of 2022. In total we have had this sectional for 18 months, and it has been broken in one or more ways...