American Factory Direct Furniture Outlets Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10931925, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
  Since American Factory Direct will not fill the order correctly as requested on the day of purchase free from extra charges, then I would like a full refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11508166, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11016343, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
 The bottom line, we can argue and say who said what and who promised what the fact of the matter is, we ordered and paid for furniture on September 13th, 2015 today is January 4, 2016, going on five months of not receiving what we paid for, that's the bottom line. We were told the furniture was shipped on the December 15th and today is the January 4th, and I know there are two holidays between the 15th and today. I can't think of anything that could justify this - nothing. Other than poor business practice.I feel as we have been overly patience and understanding, but this is ridiculous. But as I stated before, the facts speak for themselves we ordered and paid for a product going on five months without receiving what we paid for, and there is no justification for this.

I spoke to this customer myself before Christmas, I got it n touch with the manufacturer's rep and he ordered a replacement deck for us. I explained that it could take a few weeks. The item came in on Friday & Jeanette will be calling today to set up a delivery. (W cannot set up a delivery until...

the item has been moved to a valid location from the re roving area). Although there were attempts to get the item se up it was missing parts. I did not get involved until the phone call before Christmas. The customer should receive the new item at the next available delivery date. We do apologize. This has taken much too long to resolve. It was a store discontinued item at the time of sale so we had no pieces available for exchange except one last floor model-at least that was my understanding. The customer has been extremely patient and nice under the circumstances. Hopefully, the new item will resolve the issue. Sincerely, Flo M[redacted], American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11390298, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am asking for AFD to remedy the problems of my loveseat. Normal use should not cause the sofa back to separate from the sofa "body". Also, the right side of the sofa (where I normally sit) is sloping downward. This should not be considered "consumer caused". The other sofa and recliner are not doing any thing like this. I continue to ask that AFD back the quality of their represented products and replace the loveseat. Simply opting out of the customer service portion of the sales process should not be acceptable to the consumer. I request AFD to provide the customer satisfaction that should go along with a $6,000+ purchase.
Regards,
[redacted]

Ms. [redacted],   
 In response to  Ms. [redacted]’ concern ID # 10931925:     The
customer had special ordered (meaning a custom order not in the store’s regular
line up) two recliners from Best Home Furnishings. One Ingall Space Saver
Recliner Item # 2A04...

in cover 28599bl Taupe and another Ingall recliner Rocker
recliner Item # 2A07 in cover 28599BL Taupe. They are the same chair but the
item # is different because of the different type of mechanisms the customer
requested. There are no returns or refunds on items that are custom ordered.
The two recliners were received at our distribution center and delivered to [redacted]
[redacted] in New Orleans in August of 2015.    
 In October  Mrs. [redacted] contacted her sales associate reporting one
of the chairs was not correctly ordered and another chair did not stay closed.
This was almost 2 months after the items had been delivered. I dispatched a
technician to the [redacted] residence address the mechanism issue and to verify
what chairs were in the home and to compare that to what was ordered on the
customer’s invoice. The technicians findings were that the items in the home
matched what was ordered and signed off on by Mrs. [redacted] in the supporting
documents attached. Mrs. [redacted] was informed of this , but she was convinced
that her sales associate had ordered one chair incorrectly. I referred her to the
sales associate and the retail store manager and an in store appointment was
made with Mrs. [redacted] to make sure that the sales associate ordered the
customer the correct item. During the appointment the customer, sales associate
and the store manager verified that the chairs ordered were correctly. The
customer left the store, unsatisfied.  The store manager did reach out to
Mrs. [redacted] afterwards and agreed to disregard the no return policy on special
ordered items and  to take one of the chairs back, as a courtesy, but a 25
percent restocking fee would be applied. Mrs. [redacted] was still not happy with
the offer and wants a full refund.     We
believe we have responded appropriately and thoroughly to Mrs. [redacted]’
concerns, and if she is willing to, the store will take back the chair she
believes was ordered incorrectly and our sales team will help her to reselect
to another chair. I have attached a copy of the customer’s invoice , signed
special order paperwork, a picture of the chair that was ordered and initialed
by the customer , as well as the special order replacement policy that was
signed by Mrs. [redacted]. Feel free to contact me if you need any additional
information. Thank you                                      �...⇄ /> [redacted]                                         ...⇄ /> Service Manager                                    �...⇄ Factory Direct Furniture

This customer has been delivered of the sectional 1-9-16. We are still waiting on the recliner from the manufacturer and that ETA is 1-24-16. Again, this is all in the manufacturer/truck lines hands and we have absolutely no control over that process. - Flo M[redacted] American Factory Direct Warranty Service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12387711, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

8-24-16   I believe this customer needs to forward this complaint to "Rooms To Go". We have not sold this customer. The Cindy Crawford collection is exclusively a Rooms To Go item. Flo M[redacted]American Factory DirectWarranty Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11137110, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
  I am willing to accept the company offer when it is paid, but it has not been paid to my account due to the fact that they have a pending charge for that amount which is owed to me.  The company need to look at the pending charges and make the corrections.

Dear Revdex.com -  I have been out of town - this is the response sent by the general sales manager who had contact with the customer subsequent to the Revdex.com complaint. We assume this matter is resolved but here is his reply:5-8-15 "I
spoke to the customer this morning and the husband stopped by the store first
thing. The customer was set for delivery and [redacted] came in on her day off just
to add her to the transfer log. It was a simple mistake because she knew Mrs.
[redacted] was a customer that was on her radar of waiting on merch and was not aware
that delivery was already set. Mr. [redacted] came in this am and looked at the
merchandise and is going to pick up in two hours. I also spoke to Mrs. [redacted] at
length about how this situation occurred and explained that It was just an
honest mistake by [redacted] trying to be proactive. When I spoke to [redacted] she was
pleasant and sent her husband in immediately,  he was also a nice and understood
the situation …  " [redacted], American Factory Direct

We sincerely regret the delay in Ms. [redacted]’s merchandise
delivery. The manufacturer is solely
responsible for production and transportation. Most special ordered merchandise
does fall within the 6-8 quoted time period. These particular items are
assembled here in the US  but rely...

on
imported components per Ashley manufacturer specifications. Unfortunately, all
container shipping was held up due to a West Coast dock strike. The
customer was notified that there would be an unavoidable delay. The merchandise
was received yesterday and the customer is set to have her merchandise
delivered tomorrow, the 7th. The general manager has given her “free”
delivery”. We do apologize but events were completely out of our control. We appreciate
Ms. [redacted]’s patience. Very truly yours, [redacted], American Factory Direct.

Mr. M[redacted] did leave the customer a message on Saturday, the 15th. She has yet to respond - Flo M[redacted]

Until the General Manager, Jerry M[redacted]< contacts this customer, we have no response - Flo M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11390298, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see additional pictures not obtained by inspection. Notice the separation of the sofa seat backs.  Also I included a picture of wear on my sofa armrest which was also not obtained.  I am not reporting the small scratches reported (that were caused by my dog). I am speaking of the areas of wear on both the cushion and armrest separation of the sofa back that the technician thought he fixed (it continues to separate from the sofa back).  Also, the corner seat area wear I sit the most, is slumping. The technician says that is "normal". I replaced two sofas after 10 years of ownership with none of these problems and paid less than half for the whole set. I got those from "Rooms-to-go" and I gave them to a relative.My point is I went to AFD because of the advertised "quality" of furniture. I got the new ones because I was re-decorating. I always get leather because it is much more durable than cloth.  My dogs have always rested on my sofas and have never caused these problems on my previous furniture. The wear is from my elbows that I rest on the armrest and when lying on the sofa cushion. I have owned the loveseat less than a year and is already wearing out. Mind you, my sofa and recliner are not showing this. The tech explained the wear as normal from the oils on my elbow skin.....give me a break for a $2,100 sofa. I am asking for a love seat replacement, not a bunch of excuses from the AFD technician.
Regards,
[redacted]

Ms. [redacted]This is complaint is actually misclassified this needs to be directed to the manufacturer.  The customer is not happy with the what the warranty covers and that is something that a retailer has no control over. American Factory Direct does not warrant the items sold in the stores,  the manufacturer hold all warranties.  We employ technicians to assess and/ or repair under the individual warranties each vendor offers.  I can only respond to our involvement as a mediator between the consumer and the factory so below is a synopsis of the customer's service history we have on file.  The customer purchased a mattress set produced by King Koil Comfort Solutions and received 3-15-2013. On 8/28/14 customer called reporting the mattress was uncomfortable and that there was body impression. I explained that a technician would be dispatched to measure the impression and if the mattress was deemed defective under the manufacturer's warranty the manufacturer would issue a return on the item and she could reselect to something else. Under this particular vendors warranty body impressions that exceed 1 1/2 inches are replaceable as long as the mattress is stain free/ not abused and is supported by a rigid center support system. This particular vendor does not offer a "comfort guarantee".A technician was dispatched to the consumers address on file and per his report there were no stains or abuse and the mattress was supported correctly , however  the body impression only measures 1/2 of an inch at that time and was not replaceable under the warranty. This was explained to the customer and if the  impression exceeded the criteria set forth from by the manufacturer,  the item would be replaced. The manufacturer holds this customers warranty , not American Factory Direct. We would be more then happy to dispatch another technician if the customer believes the problem she reported has gotten worse since the last service appointment as she is still within her warranty and if she is unhappy with that I will also give her the contact information for the vendor that produces her mattress if she would be inclined to contact them. Attached you will find the manufacturer's warranty. I have marked portions that are applicable to the customers purchase  as well as photos of the customers mattress taken when her service appointment was scheduled last year. The manufacturer is the entity that sets forth the guidelines that we, as the retailer, are to adhere to and if the customer is not in agreement with the warranty for the item she purchased then she would need to contact the manufacturer. Again, I would be more then willing to provide that information to the customer , if she chooses to contact their consumer line.   [redacted]American Factory DirectWarranty Service Manager

This customer is set-up with our service technician for this coming Tuesday 12-6-16 to address both the issue with the table and the recliner. 95% of the time, the issues reported can be solved in the home. Anything that needs to be exchanged according to our technician will be.  Flo...

M[redacted]American Factory DirectWarranty Service Department

Please see the attached documents which substantiate the debt still outstanding to American Factory Direct by this customer. She was contacted previously on two separate occasions in  May and June 2014 via letter (the letter sent in June was sent certified and signed for) and with a...

breakdown of charges, payments and outstanding balance.  Please see page 24 of the attached documents clearly stating to the customer in June 2014 her rights under the law to contact us with her dispute of the charges, if any. She failed to provide that or indeed contact our accounting department at all.  Any future discourse should now be between Ms. [redacted] and our attorney [redacted] as the attached correspondence indicates. He will be happy to go over the billing with her and discuss her current options. Neither the manager of our retail location nor any employee of American Factory Direct is at liberty to discuss any of the details of this customer's purchase once the owners have engaged the services of an attorney. We would suggest that Ms. [redacted] contact Mr. [redacted] at her earliest possible convenience so that this matter may be amicably resolved. Sincerely, [redacted], American Factory Direct. Warranty Service Department.

Our original statement stands - the customer is welcome to contact the manufacturer - Bernhardt. Wear, use and manufacturing defects are different issues. The warranty is against manufacture defects only  - not use and wear. - The number to contact Bernhardt is ###-###-#### or [email protected]. - Bernhardt has been made aware of this consumer complaint. - Flo M[redacted], American Factory Direct

While we certainly understand seeing labels with this type of information can be alarming, they are indeed now on almost every furniture product, electrical wire, flashlight, computer equipment, mattress and many other products. We have attached information re California's Prop 65...

which initiated this warning.  Formaldehyde is in all foam and is a petroleum product; there are warning labels on mattresses and sofas.  As a retailer, we have no control over the manufacturing process nor their compliance with existing laws. The decision to manufacturer overseas has been well documented in all industries and the majority of furniture manufacturing has been taking place overseas for well over 15 years driven by the consumers desire for less expensive goods. The largest retailer - Walmart - is the biggest importer of Chinese products. There is virtually no product in our homes that does not either come directly from a foreign country or have a component that does. We are an "American" company and we pay American taxes, employ American people and make every effort to provide our community access to the most affordable, well made furniture available. We make no claims that the furniture we carry comes from anywhere other than where it comes from. Even the few manufacturing plants in the US rely on components made overseas. We have been in business for well over 16 years and have 3 retail locations. to date, no one has gotten ill from any furniture we have delivered.The customer was offered a re-select at no re-stock fee. If the customer would like to apply this re-stock fee to another purchase within the next 30 days, we would be happy to do so. However, there are cost involved in deliver, set-up, pick-up and re-stocking items that are covered by the 25% fee. The information on how we handle returns is listed on the back of our sales invoice.[redacted]American Factory DirectWarranty Service Department