American Factory Direct Furniture Outlets Inc

This customer is currently being serviced under her Jackson/Catnapper manufacturer warranty. There is a mechanism on order for the recliner and is expected to be in 3/2 from the manufacturer. The sofa was not damaged or defective per the technician at the time of the service call on 2/11/16. We sent...

the customer a copy of her manufacturer warranty, the number to the factory and a copy of her service ticket including the photos. We have a 2nd opinion service call that was set up last week to re-assess the sofa on 2-25. Everything required by her manufacturer warranty is being done. If the frame was or is broken or damaged, it would still require repair versus replacement per the warranty; however, at the time of the service call last week, this was not the case. The general manager and indeed all managers are aware of this customer's complaint - we are waiting on the results of the call on the 25th on the sofa to see if we need to do anything further. We did order replacement foam seating cores as a courtesy. They should be in around 3-2 as well. Again, this is normal warranty work - customer has had in home since June 2015. [redacted]American Factory DirectWarranty Service Department

The copy of the receipt that was sent to financing is attached. - Flo M[redacted] American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11508166, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[
On June 10, 2016 I spoke with Ben M[redacted], a manager at AFD.  I explained the problem and told him I wanted
a refund on the chair.  He said he would
look into the issue and call me back.  Of
course, Ben nor anyone else at AFD every called me back.  After waiting a few days I contacted the
credit card company and submitted a dispute based on AFD's failure to deliver the
purchased product.
On Saturday, June 18, 2016 Jena P[redacted] with AFD called and left
a message saying that the chair was in. 
When I attempted to call her back I was put on hold and never taken off
hold.  My AFD salesman called on Monday,
June 20 and left a message again saying that the chair was in.  I tried calling him back three times without
being able to talk to him.  I finally
left a message repeating what I had told Ben M[redacted] - that after six months of waiting and three failed
delivery attempts, I was no longer interested in the chair and I just wanted my money back. 
So at this point I just want a refund.  After being disappointed three times, I just don't want to chance a fourth delivery attempt.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11028186, 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.]I am not satisfied with this response because they have obviously acknowledged THEIR error now in writing and I can't give them something I don't have. I paid for my furniture beginning in January 2015!! I knew what I owed, paid that in full and their error is not my fault  it's January 2016, you don't come back a year later and say "we messed up on the price we told you, you accepted to, you paid it, and now we need more money." That's is ludacris and again, I can't give them something I DO NOT HAVE  a year after I signed the original contract. I took care of my responsibility per what AFD sold me the furniture for. I DO NOT want any further contact with this company a year after agreeing to the price. My final invoice from them shows a zero balance and has an emplouee initial on it.  Their error wasn't caught between January 2015 and September 2015 when everything was checked and double checked during payoff. Not my fault    
Regards,
[redacted]

This customer was refunded on 4-8-16 - Flo M[redacted], American Factory Direct Warranty Service Department

I have contacted the General Manager about this issue and he has asked the manager of our Baton Rouge location to reach out to this customer and offer them a re-select on this item. Sincerely - Flo [redacted] American Factory Direct Warranty Service Department

I contacted Jeanette [redacted] in the service department for an update on this claim. She spoke to the customer on 9-15 with an update on the status of the parts order. The motor has been received but the switch was delayed pending a clarification between the tech and the factory rep. That part is now...

in transit per the factory. The protocol for contact with the service department has changed internally and whomever answers the phone is supposed to put in a "sku" in the service ticket which flags it for additional response to the customer. This was not done until the 9/14. Voicemail receives the lowest priority now as a response tool. This system is in transition and we apologize that this customer was frustrated in attempting to get answers on the parts order. The ticket now has a high priority pending the receipt of the additional part and we anticipate that this will be scheduled for completion with a tech in the next week or so. Flo M[redacted], American Factory Direct, Warranty Service Department

I forwarded this complaint to the General Sales Manager, Jerry M[redacted]r. He attempted to contact the customer several times. The customer sent him a message that they are out of town and will get with him when they return. Once we have a resolution, we will complete the complaint response - Flo...

M[redacted], American Factory Direct Warranty Service Department

Please See Attachment

I was able to speak to the manager of the Long Beach retail store- who is on vacation as stated. He informed me that the item(s) are on order and he brought the paperwork to the Administration building last week. I did also speak with the salesperson. He should have entered in a sales invoice...

showing the correct items on order; he did not becasue he though since it was an error he did not need to do this; but that has also been corrected. The original replacement order was mis-handled by a previous purchasing agent who is no longer with us for which we apologize. I went to the purchasing department just know and we checked the Klaussner website. The new items should be delivered to us in approximately 6 weeks. The store will contact the customer; we will also track this order going forward. Sincerely, Flo M[redacted], American Factory Direct

I contacted this consumer on Saturday the 23rd…we have them set up for Service on the item this Thursday with a technician-FLO M[redacted]

Ms. [redacted]     The store manager has reached out to the customer and addressed her concerns regarding her backordered merchandise. The items were received at our distribution center earlier this week and the guest has delivery scheduled on the next available day. The 2 to 3...

week lead time was initially quoted her sales representative, and as that time has passed, the customer's delivery fee has been waived. We do work closely with the manufacturers to ensure our quoted lead times are accurate, and all time frames are based on information that comes from the vendor, but, delays are possible. The bulk of the order was received within the time frame originally quoted , but 2 items that the store was told were available at the vendor's facility were, in fact, oversold. We realize how frustrating this can be for her and her family but we are completely dependent on the manufacturer for these items. Myself and the store manager have spoken with the guest and personally apologized for the delay and she stated she was satisfied with the resolution the store manager presented to her. We consider this matter closed , but if the customer does not agree, feel free to contact me with any questions or concerns. Thank you and have a good day.  Stephen F[redacted] Warranty Service ManagerAmerican Factory Direct Furniture Outlets

I just spoke to [redacted] after getting an ok from our general manager to refund this customer. [redacted] has spoken to our accounting manager, Linda G[redacted] who is processing this refund for the customer. We sincerely apologize for our lack of follow though on this issue. - Flo M[redacted] American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10713694, 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] And [redacted]
 
 We were not offered a re-select at no re-stock fee. The man I spoke to was rude and condescending. I understanding re-stock fees are necessary, but the remaining 75% should be refunded. We were misled about the quality of our purchase. We have no trust or confidence in this business. We are not concerned with what Walmart sells, we did not go to Walmart.

The manager of our Long Beach store has reached out to this customer & resolved his issue. The customer has picked up the merchandise and according to the Long Beach manager was satisfied with the resolution. FLo [redacted], American Factory Direct.

We have attached a response to this complaint from [redacted] - the regional retail manager. We have also attached a copy of Mr. [redacted] original sale with notes and a copy of our policies and procedures which he signed off on. All furniture is in and available for pick-up except 2 night stands...

and a dresser which have and ETA of 6-6. Customer purchased on 5-9 and was quoted 6-8 weeks for back-ordered merchandise - [redacted] American Factory Direct
Note: Reference to CCC is "Customer Central" where notes following sales are recorded for all to see in the event a customer calls in.
"I spoke to Mr. [redacted] on 3/21 after he did call me and left me 2 messages (do not have record of him calling as many times as he claims). At the time of sale our P&P was covered verbally by [redacted] and signed off on by Mr. [redacted]. The day that he called I was out at another store but did speak to him on Thursday when I got to BR. Mr. [redacted] was given the eta of early June (earlier than the ETA given at time of sale) during our conversation. I offered to refund him with 25% restocking fee but he said he wanted to cancel because someone gave him furniture, now in the Revdex.com letter he claims he bought else where. Also in sales notes he would P/U bed and mattress with in 2 weeks since it was in stock and wait 6-8 weeks for the other items to arrive and pu in BR at that time. Since our conversation Mr. [redacted] has not contacted me at all but in the Revdex.com letter he claims just speaking to me for ETA would be of help, I noted his ETA over the phone to him and in CCC."
Flo below I also copied notes I entered into CCC on the customer .. Please let me know if I can be of any more help ?
SPOKE TO MR [redacted] TODAY .. CUSTOMER TRIED TO CANCEL AFTER 3 DAYS.. I OFFERED HIM A REFUND WITH 25% RESTOCKING FEE .. GAVE ETA OF BEGINING OF JUNE FOR B/O ITEMS TO BE IN .. CUSTOMER WANTED TO P/U BED AND MATTRESS IN STOCK FIRST AND NOW HAS DECIDED TO WAIT FOR EVERYTHING TO COME IN TO PU FROM BR ... JFM
Thank You,
[redacted]
Regional Retail Manager

We actually received this part today from the factory. I contacted Montage to set up service on the repair. I also sent our technician to the home to deliver the part to the customer. Hopefully, this will resolve the issue. - I think the incorrect part being received confused the factory as they...

kept sending armcovers. We got it straightened out with them and the correct part was sent. We do apologize to this customer; she is correct that is is unacceptable. FLo M[redacted], American Factory Direct Warranty Service Department

We are sorry; however, we sent this to the delivery manager who indicated that he had responded. - The customer was delivered the replacement nightstand on Tuesday 1/26. Flo M[redacted], American Factory Direct

We credited  the finance company per this and the previous document sent. Any refund due the customer would come from them now and not us. We show this customer as having a $-0- balance. Flo M[redacted] American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I purchased the furniture in June and requested service in January, 7 months later. The defects/damages to the sofa and recliner is not due to normal usage for 7 months; so therefore I believe the furniture was no good at time of purchase. If I had known your furniture only lasts 7 months, I wouldn't have purchased it. I paid quality money for what I thought was quality furniture; but to have a broken recliner and sofa after only 7 months makes me believe I've been taking advantage of. I think it's only fair to give customers what they paid for; QUALITY FURNITURE!
Regards,
Patricia Carr