American Factory Direct Furniture Outlets Inc

I forwarded this complaint to our General Manager, Jerry M[redacted]. He made certain that the customer was taken care of and assures me that this consumer got his order delivered prior to Thanksgiving Day. Flo M[redacted]American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11936808, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The store did not have the price for the trundle anywhere by the bunk bed, nor did the sales reps informed me of the trundle as an accessory. I've been shopping for the bunk bed for months, and the trundle was the selling point for me to make my decision to buy, I even have a picture of the bunk bed in the store with my wife on October 31, 2016. I would not have a problem purchasing the trundle after I found out it was not included, but because the Manager and sales reps refused to call me back after I've made over 5 calls, and every time they keep saying the manager will call me back, but never did, and still have not heard from them at that location. I want the trundle that was advertised with the sales price of $448.88 with the bunk bed.
Regards,
Remi Nguyen

I am having someone from our accounting department contact this customer re the credit. Hopefully, they will be able to resolve this issue - Flo M[redacted] American Factory Direct

According to our accounting department the monies were refunded through the finance company.According to Wendy in Accounting, this has already been refunded back to the customer financing acct. $536.16 was refunded back to her acct in the Beginning of February 2016 and posted on February 15,...

2016."Flo M[redacted]American Factory DirectWarranty Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11314524, 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 11854153, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Please see the response below from the retail manager at our Long Beach Retail store: "Ispoke with [redacted] several times on the  phone and in person about her bedroom set. I told her we would repair it as stated on the back of our invoice which see signed. I also stated that she...

could reselect anything of equal or greater value, or she could returned the Bedroom set for a 25% Restock Fee. She has Refused to pay the Fee and is upset we just won’t take it back for free. She singed the invoice agreeing to a restocking Fee and to our return policies. We have the right to fix all merchandise and she refused for us to do that also. We have offered her 3 options and she has refused all 3."   Thank You, Wayne K[redacted] Store Manager                                      9064 County Farm Rd. Long Beach, MS 39560 Office:  ###-###-#### [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 credit was applied to this customer's financing and not her credit card per the attached. Outstanding balances with financing are the first to get the credits applied. This will be reflected in her balance with the finance company. She should be able to use the voucher number attached to verify this with Lane Credit - Flo M[redacted] American Factory Direct

I sent this complaint to the retail store manager in Baton Rouge. Per the manager and the customer's salesperson, the item did not come with a trundle and it was not included in the package price. It is a separate available unit. The manager has offered to sell the trundle at a 15% discount. The...

customer can contact their salesperson who is aware of the situation. We apologize is their was any confusion. - Very truly yours,  Flo M[redacted], American Factory Direct Warranty Service Department

This item is out of manufacturer warranty for labor. Any parts would be covered but the issue is frame breakage and 95% of the cost of repair is labor. The person with whom this customer spoke at the factory was incorrect as far as her understanding of the issue and it's remedy. Jena P[redacted] did...

contact the manufacturer rep and has ben waiting on a response from him. She also spoke to the owner of American Factory Direct who has concurred on the warranty terms.  The Fairmont Design rep is contacting the customer directly to clarify the warranty terms. We would be happy to recommend a company that may be able to repair the item - but again, the labor warranty has expired and the customer will be responsible for the charges to repair. Flo M[redacted]American Factory DirectWarranty Service Department

These items are being properly addressed under the customer's manufacturer warranty with Jackson/Catnapper. They do not replace furniture for the service reasons listed on this tech report. Parts have been ordered per the warranty and will be installed by a qualified technician when they arrive. - If your battery goes out on your new car, you get a new battery, not a new car. Furniture is manufactured in component parts. The part(s), are being replaced by the manufacturer. We will not be replacing this furniture -[redacted], American Factory Direct, Warranty Service Department

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]
 
The issue here is deception and the fact that my husband is 72 years old with asthma and other health issues. We can't have products with these warnings in our home. Some of their statement are not true.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10608621, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Delivery was supposed to be scheduled with me on Thursday May 6 for Friday May 7. I was told I would be contacted and given a 4 hour window for delivery. However , no one contacted me. I called the store and was informed that my order had been switched to pick up and that it was in Baton Rouge.  I was told that there was no way that it could be delivered to me on Friday May 7 as promised.  I was told I would have to wait for another truck. Had I known there would be this many problems buying furniture at your store , I would have never stepped foot in American Factory Direct. 
[redacted]

Review: We purchased a dining table with 4 chairs and a sideboard on May 5, 2015. We were assuredly the salesman the furniture was from an American company with attention to quality. When I applying [redacted]or protectors to the chair legs I found labels showing the furniture was from China and a warning that a chemical KNOWN TO CAUSE CANCER OR BIRTH DEFECTS OR OTHER REPRODUCTIVE HARM was used. I called to have the furniture picked up because I was afraid to have this in my home. My call was returned by a man informing me that "I was over reacting and that my furniture would not kill me and anything I bought would have that chemical".I did have the furniture picked up and was told there would be a 25% restocking fee. After they picked up the furniture I called to check on the remaining 75% refund. They refused any refund but I could get a store credit. The sale was made under false statements by the store. This is fraud and I have no desire to buy more furniture from them as they have stated it will contain this poison.Desired Settlement: We would like a refund of our money minus the restocking fee. We were deceived by the sales person.

Business

Response:

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

Consumer

Response:

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.

Business

Response:

Product warning labels are placed on furniture by the manufacturer. Even items manufactured in the United States carry mandated warning labels. If that is the issue with the furniture return, we will re-state that no customer to date has been made ill by any furniture that we sell. No one here should be "condescending or rude" and we will address that with the general retail manager. I will have someone call this consumer to discuss the matter further - [redacted], American Factory Direct Warranty Service Department

Consumer

Response:

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]

The issue here is deception and the fact that my husband is 72 years old with asthma and other health issues. We can't have products with these warnings in our home. Some of their statement are not true.

Review: I visited this location on 10/5/15 and ordered $3k worth of furniture. We were told it would be delivered in 2-3 weeks. So after waiting 4 weeks and hearing no communication, I decided to call. My sales person was "busy" and no one else could help so I left a message. Never received a call back. That happened once more later in that week. On the 5th week and 3rd time calling I was finally able to speak to my sales person. She didn't let me speak and interrupted me and said she would email the distributor ASAP and get back to me, I never recieved that call. So 5 weeks after I ordered my furniture I called and asked to speak to a manager. The lady answering the phone said that she could help me with whatever I needed even though she was not a manager. I explained to her what had been going on and the only think she said was, let me email the manufactor. I explained to her how upset I was and how I didn't appreciate them not communicating with me. She told me she would call me back later. Not once did ANY of these employees apologize, take ownership of the problem or showed that they cared about their customer in any way. She called me back and said it would be early December before I got any of my funtiure even though half of it was in already. They didn't offer to deliver the the half that they had, they didn't offer to do anything for me. So I was told 2-3 and I will be waiting a minimum of 8 weeks.Desired Settlement: I think I am owed an apology and a resolution by the busniess. Also, a store credit or credit towards my order. They can also offer to deliver the half of my order that they already have.

Business

Response:

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

Furniture quality and price are very reasonable BUT customer service was HORRIBLE!! Not one single person EVER returned any of my phone calls...yes...CALLS because had the sales person done their job correctly I wouldn't have had to make so many calls!!! I ordered several pieces of furniture and finally had them delivered except that no one bothered to tell me that one piece was on backorder until the delivery driver showed up at my door! Continued to call the store where I still got the run around about my missing sofa where they had already charged my credit card in full. I eventually found out my sofa was in stock and could be delivered. Except for the fact that I now had to block off another 4-hour window of time for them to deliver it only for them to not deliver it on time! The regional manager insulted me and told me he would only refund part of my delivery fee which was barely a drop in the bucket as to my total price. I will never step foot in that store ever, ever again.

Review: Bought a leather recliner from American Factory Direct in Baton Rouge, La.

We are not satisfied with it. We bought it on 4-29-2016 and it was delivered on 5-4-2016. The bottom cushion on seat is to loose and so it the arm. We called them to see if we could exchange it for another one and they told us that we could not. We spent a lot of money for this recliner.

They just wanted to refer us to their service department. We are very dissatisfied with the chair. All we wanted was to exchange it for another one.Desired Settlement: We would like to get our money back.

Business

Response:

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

Review: I put a down payment down on a bedroom set. I was told that I could pick up my furniture in Covington because it was in stock. I called the store (in Long Beach) on the day that I was going to pick my furniture up and was told that my furniture was not in stock. I specifically told the sales person that I needed something as soon as I move into my house because I could not sleep on the [redacted]or or a sofa due to a bad back. I was told that everything was in stock at the time I put the down payment down. When I learned that the furniture was not in stock I purchased another bedroom set that I could have that day to move into my house. When I called the store to cancel my order I was told that I had to talk to a manager (Mr. [redacted]). I left a message for him to call me, but he never returned my call, so I had to call him. I feel like he was rude to me both times that I talked to him. I do not feel like he tried to understand my situation. I feel like he tried to force me to take the furniture. He claimed I did not tell him that I purchased another bedroom set after I could not get the set from his store, even though I have a witness that could testify as to what I told him. He refuses to refund the money that I put down on this bedroom set. I do not feel this is good business practice to penalize a customer because they were not given accurate information by store associates. He never called me back to follow up with me even though he said he would call the next day after talking to the salesperson who sold the furniture to me. The salesperson said that she told him it was an error in communication and he stated that he did not think it was an error in communication. He didn't bother about calling me to inform me of anything. I actually called the Mandeville store to lodge a complaint against him and was transferred to him. I asked if I could speak to someone else and he said there was no one else. This man is a bully and he does not care about anyone's situation.Desired Settlement: I would like a refund of the money that I put down on the furniture because I did not have all of the information needed to make a decision that would have worked for my situation. If I was told that I could not pick up the furniture as soon as I needed it I would not have bothered about putting any money down. I would not have wasted my time or their time.

Business

Response:

This customer purchased a 7 pc Ashley bedroom set on Sunday, 4-6-14. They put down a deposit and we secured financing for them for the balance. They elected to pick up their furniture instead of having it delivered. A copy of the original sales invoice is attached. 3 of the items were in-stock at our distribution center in Covington and the customer was told that she could pick them up there. The balance of the merchandise was quoted to come in 2-3 weeks. The sales invoice clearly shows the items on" back order". Our policies and procedures are also clearly shown on both the front and back of our sales invoices. Please note the "cancellation policy" on the reverse side of the sales invoice. The customer called to cancel the sale on 4-13 because they had purchased furniture elswhere already. We ordered the furniture they contracted us to purchase for them and the back-ordered items came into our warehouse on 4-15; 9 days following the date of purchase and well within the 2-3 weeks quoted. Canceled sales after the 3 day grace period are subject to the 25% cancellation/re-stock fee. We fulfilled our portion of the contract signed by the customer. We would be happy to apply the cancellation fee to the furniture purchase as initially agreed upon. As to Mr. [redacted]'s response, he is actually the manager of our retail store in Mandeville. Due to some personnel changes at our Long Beach location, Mr. [redacted] has been acting manager of that location as well and as such has been traveling back and forth between stores and putting in long hours as a result. Any lapse in communication from him is due to his present workload and for that we apologize. [redacted], American Factory DIrect, Warranty Service Dpeartment

Review: Purchased furniture on Saturday Feb. 20,2016. Paid cash.

Receipt states delivery on Tuesday Feb. 23, 2016. I was told item was in their warehouse in Louisiana. Item did not come. I called, they said next week. It did not come in then either. I called questioning the problem and got short answer. Next week I called main office and got referred back to sales store where manager got irate and said they would let me know when the ---- thing came in. (Remember I paid cash money.) I called in a few more days and talked to another person who said he would check on item and call me back. He never called back. I waited a few more days and called back getting the previous person that did not call me back. Again he said he would check and call me. He did return call saying item was in New Orleans at Customs. I waited over another week called back and was told the manager was handling this and he would talk to the manager and call me back with an update. He has not called back.

As a paying customer I cannot get straight answers and they act as if I am bothering them.

How can they continue doing business, taking people's money and not having the goods to deliver? Five weeks and counting to receive something I agreed to three days delivery when purchased.Desired Settlement: Deliver furniture now or give me acceptable floor sample.

Business

Response:

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.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 11253296, and find that this resolution is satisfactory to me.