American Factory Direct Furniture Outlets Inc

Review: I purchased a drawer chest from the company, I followed the return policy and returned the drawer chest; as a matter of fact I accommodated the company by allowing them to pick up the drawer chest when they deliver my entertainment chest so that they did not have to make two trips and still allow them to charge me a delivery/restocking fee. It has been over 2 monthsDesired Settlement: I would like for the company to cut me a full refund check minus the restocking fee

Business

Response:

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

Consumer

Response:

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.

Regards,

According to my statement no refund has been made to my account.

Business

Response:

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

Consumer

Response:

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.

Regards,

According to my credit card company, the company have to remove the pending charge from Nov. 2016 in order to show as a credit and not a charge.

Business

Response:

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

Consumer

Response:

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,

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.

Business

Response:

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

Consumer

Response:

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,

I have called my finance company and there isn't a credit to my account for the amount showed. The company say that it due to the fact that American Factory still has a charge pending. American Factory need to call the finance company to clear this matter up.

Business

Response:

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

Review: On May 2, 2015 I purchased a King sized bed from American Factory Direct in baton rouge La. and was told that I would have my bed within 3 weeks. 3 Weeks came and went and I never received my bed. It is now June 24, 2015 almost 8 weeks later and I still have not received the bed that I purchased. I called the store on many occasions requesting a refund of my money so that I can purchase a bed but I have not had any luck getting my money back and the store has no idea when the bed will be in. My husband and I have been sleeping on a mattress on the floor of our new home for almost two months and all we would like is a refund so that we can purchase ourselves a bed.Desired Settlement: I would Like a refund of the money I paid American factory Direct for the bed.

Business

Response:

Ms. [redacted] purchased a sofa, 2 full size beds, and a King size bed on 5-2-2015. The headboard for Ms. [redacted] was special ordered, meaning this item is not a stock item and ordered in mass quantity, from Ashley Furniture Industries. Special orders are non cancelable or returnable items, and must be ordered from the vendor. These orders are shipped based on availability from the vendor and delays are possible, but all the information available to the store at the time indicated all the customer’s merchandise would be in stock in 3 weeks. All of the items were received within the time frame and a delivery was scheduled for Ms. [redacted] on 5-23-15. We prep our items for delivery one day prior to the delivery date for assembly, inspection etc. and upon assembly of the special order headboard, the prep team observed that the manufacturer sent 2 right side legs for the headboard inside the carton. The item could not be delivered and set up in the customer’s home without the correct parts. Ms. [redacted] was called and informed that a part was needed and ordered for the bed and upon arrival a delivery team would be dispatched to install her bed. Like furniture, parts are shipped based on availability and can take several weeks to arrive. We are completely dependent on the vendor for the parts and to receive them in a timely manner, which is at the core of Ms. [redacted]’s complaint. The parts for Ms. [redacted]’s bed were delayed per the website, but I called Ashley Furniture Industries, and they gave me an ship date of 6-23 but delays are possible. Ms. [redacted] did call and say she wanted a cancel the sale and was informed that special orders are non cancellable and she was disappointed but was willing to wait. Ashley Furniture Industries informed us later that the estimated ship date was delayed again but only by a week. Ms. [redacted] was understandably upset about the delay and I apologized to her , but explained that I am beholden to the manufacturer for parts in order to complete the setup of her bed. The part was sent from Ashley Furniture on 6-29-15 and was received at our distribution center on 7-2-15. Ms. [redacted]s delivery was scheduled before the part arrived on the next available day in her area on 7-4-15 and her bed has since been delivered and set up. We take every measure possible to ensure that customers receive the correct items from the manufacturer, but the retailer has no control over what is shipped inside of the carton sent from the factory. This is why the delivery department preps the items the day before they are delivered. We believe this customer's issue to be resolved and American Factory Direct Furniture has reacted as quickly as possible to correct the problem, and we believe the customer's complaint, at its core, is with the manufacturer, Ashley Furniture Industries, for shipping the incorrect items in the original carton and also with the ship time of the replacement parts. This complaint should be reclassified and directed toward the manufacturer and not the retailer. Thank you [redacted] Warranty Service Manager American Factory Direct Furniture

Review: After visiting the store in Mandeville many times trying out different brands of reclining furniture, we decided in July 2013, to order a Lane Summerlin Power reclining sofa, loveseat and recliner chair for our new home. We based our decision on the comfort of the Summerlin furniture on the floor. It was very comfortable and fit our needs. After receiving the furniture in December 2013, we found that the comfort we desired and had in the floor furniture was not there. When you sit on it, you lean back to the point of severe discomfort and are basically looking at the ceiling when in the upright position. So we went back to the store to revisit the floor model and the sit/comfort is totally different than the furniture we received. The back part of our units is slanted back too far in our opinion therefore the discomfort factor. The floor model backs are further up, support your back and provide more of a straight up sitting position. We went back again to the store and asked for the manager. We discussed at length our issue and sat back in the floor furniture again to show him what we feel is the problem. He sent out the service department as is procedure to assist us with our concerns. He came out took measurements, sat in them and left. We got back with the manager several days later and he stated that the measurements met what the units should be and to just 'SIT IN IT', his words exactly and it would break it in. He stated that the floor model was over a year old so it was broken in that is why the difference He stated our only recourse was to contact Lane Furniture directly which we did about two weeks ago and no call back as of this date. We also offered to the manager to please come by our house to SIT IN IT as he stated, he refused saying we were stuck with it and to deal with it. It is not just us, as we continued to move in our house many contractors came by and we asked them to sit in them without telling them anything. They all said 'what is wrong with this furniture?Desired Settlement: In the beginning all we wanted was our units to be fixed. However, since we have been treated so unfairly by American Factory Direct manager in our resolution of our issues, we now feel that we should be refunded our money for this furniture. There is definitely something wrong with the back of these units and all they keep saying is to 'SIT IN IT' and the furniture is ours. They can come back and pick up the furniture and refund us our money so we can go on our lives.

Business

Response:

We have attached documnets pertinent to this complaint. The customer purchased special order pieces meaning non-stocked items with a special cover in this case. We have the identical set on our floor in a leather cover. The customer tried the ones on our floor prior to purchasing; however, they selected another cover. The day after the tems were delivered - sofa, loveseta and recliner - the customer came into our Highway 59 retail location in Mandeville to complain about the seating (comfort). He spoke at length to his salesperson and the Manager of our 59 store, [redacted] The customer then forwarded his own measurements of the items to [redacted] I set up our technician to make certain that there were no defects from a manufacturing/delivery standpoint as well as to have the techncian compare the measurements to Lane's (the manufacturer) and also to the item(s) on the floor. The attached supporting documents show that the techncian confirmed no defect and that the items were exact in measurement except for the fact that the floor items had been "used" for over a year and the items delivered to customer, of course, were brand new and needed to be broken in. - That is all that is the issue here. The items are Special Ordered, and as such are not returnable for any reason (excepting a true defect that could not be remedied and at that point would be a manufacturer issue to solve). Lane has also weighed in on the subject as per attachment. The items have bulk polyfill and are over stuffed as the nature of the fill is to compress and conform to your body over time. It is a comfort issue and not one of defect. The customer was not ignored; however, he does not agree with our findings. [redacted], American Factory Direct, Warranty Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9869989, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9869989, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We see the response, if we accept the response does that mean we are accepting the 25% restocking fee? Don’t really want to answer either way until we get the 2nd opinion like they said. Also, do not see any place for us to add a comment to our response. Think the 25% fee as they state is totally unacceptable due to defective merchandise. It is not just because we don’t like it that we want to return it. If it can’t be fixed, then it is defective. As their paperwork states the restocking is to cover delivery and handling and we only paid $120 for delivery and pick up would another $120, therefore we would eat the $240. To have a restocking fee based on the price of merchandise is totally out of line and unreasonable.

Thanks

Business

Response:

We spoke to this customer on 1-15-14 with an offer to take back the furniture for a 25% re-stock charge. We have also set the customer up for another assessment - 2nd opinion - for this Tuesday. - [redacted], American Factory Direct, Warranty Service Manager

Business

Response:

We set the customer up with a second opinion with another technician 1-18-14. The 2nd technician found no defect under manuifacturer warranty. All measurements match the manufacturer specifications as well as the same model # on our showroom floor. The item needs to "broken" in per both technicians and the factory - no defect found. - [redacted], American Factory Direct, Warranty Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9869989, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As we have stated in a previous email sent to the Revdex.com on 1/21/2014 please see below correspondence. We feel that we shouldn't have to take a reduction in the amount we paid however as this unit is not workable as the unit on the floor is despite their contention, we will concede to a reduction of $ 535 from the purchase price and expect a cash refund of $3,838. It is still amazing that all the visitors to our home whether family, friends or independent contractors ask us what is wrong with this unit. It is very obvious that it has a problem. We expect a quick resolution and refund of our money as we must move on. They can call and schedule for the pickup of the unit and issue the refund. A store credit will not work as the furniture on the floor is not what you get when you order it. Therefore we cannot trust the manufacturer or the store to order more merchandise from them.

We have rejected the latest response. The man for the 2nd opinion showed up about an hour ago, and did a few measurements and argued we us at length.

Review: We purchased a love seat from this company and ordered a matching recliner on 12/17/2013 and paid it in full. The company told us it would take 6 weeks to have the recliner made with the fabric to match the love seat. We called in 6 weeks with the reply there was no chair the company was having issues getting the material. We could come get something else. This is an oversized set where nothing else would blend. They refused to give us money back on what we purchased because it had been used. They said [redacted] was still going to get the material so we waited. Went back in 6 weeks later, got the same response. Never any manager on duty or anyone with any authority to help with any issues. Called again, and they said [redacted] had re-organized and the material was in and it was being made. Great! They delivered the chair today and it is the wrong model but the right color. Again no manager or sales person available to help. It is May 21st. We can't get our money back for the loveseat because we used it but they can't supply us with the matching chair that we have paid for in full since December, 2013.Desired Settlement: My settlement would be to return the loveseat and credit me the $1,748.76 that we have paid for this furniture that does not match and they cannot seem to get it correct.

Business

Response:

Please see [redacted]'s repsonse below on this customer complaint:

Customer [redacted] … please let

Revdex.com know I have resolved her issue. I spoke to her Saturday and also this

afternoon and she is fine. I have replacement recliner on order with [redacted]

[redacted] as of this am and spoke to rep about covers being in stock.

SIncerely,

American Factory Direct

Warranty Service Department

Review: Placed an order for 1- Ingall chair (21972) & 1- Costilla chair (28593AU), but they delivered 2- Ingall chairs & refuse to correct the order. The salesman & I discussed in detail what I wanted to order; he even called the chair manufacturer to ask about the chairs. In good faith, I thought he had written the order correctly. Apparently he did not, & he will not own up to the mistake, saying I made the mistake.Desired Settlement: I would like a cash refund for $901.34 (price of one chair).

Business

Response:

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] Warranty

Service Manager American Factory Direct Furniture

Consumer

Response:

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,

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.

Review: Loveseat of sofa set is wearing out. Also backrest is loose and the right side of the seat is sloping. This was a $6,500 leather Dandridge set. Had (AFD)customer service come to my home to inspect and was told it was normal wear and tear. The loveseat is less than a year old. I was not contacted after the March 11,2016.Desired Settlement: Exchange the love seat for a new one.

Business

Response:

Please see the technician report and some photos from the service call of January 2016. None of this is manufacturer "defect" but all customer caused damage. The customer was told this was not warranted by the technician. The technician noted what appears to be pet damage and also the pet was on the item when the technician was there. No manufacturer warrants upholstery for pet wear. There is no further service, repair or replacement possible on this item. Flo M[redacted]American Factory DirectWarranty Service Department

Consumer

Response:

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,

Business

Response:

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

Consumer

Response:

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.Why doesn't AFD have any responsibility to help the consumer? AFD has more leverage with manufacturers that they use and know the proper protocol. If I have a problem with a new car, I go back to the dealership for assistance. With AFD, it's you bought it now its your problem! Not good business practice. I reject AFD's "no responsibility after purchase" policy being offered and request that they contact the manufacturer to prevent future issues with this problem. The original inspection was in March and I was never contacted later with the results. Total disregard for customer service. If AFD refuses to help, I would like to proceed with the next step in the Revdex.com process. I am completely dissatisfied with AFD.

Regards,

Business

Response:

The issue reported does not fall within the manufacturer warranty coverage and is "consumer caused". All legitimate warranty claims are handled; that is why we sent our technician to the customer's home for assessment initially. We have made the manufacturer aware of the complaint and provided copies of the technician report and his photos. Our policy is to provide consumers who do not fall within the manufacturer warranty criteria the consumer contact information for that particular factory. - Please note: that when I last responded I incorrectly gave the manufacturer as Bernhardt as our server was down. - I called back and left a message at the Revdex.com as I could not get back into this claim. The manufacturer is Flexsteel and their contact information is:[email protected] Flo M[redacted]American Factory DirectWarranty Service Department

Consumer

Response:

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,

Review: Purchased bedroom set from American Factory Direct Furniture located at 9330 Mall of Louisiana, Baton Rouge, LA 70836 on Saturday, January 18. I purchased 1 Queen sleigh bed, 1 dresser/mirror, 2 night stands and 1 media chest. The salesmans name was [redacted]. The furniture was delivered on Wednesday, January 22 in the late evening. I noticed two of the hardware (handles) on the dresser drawers was missing. The hardware was located inside the drawer and they were broken. The delivery men knew they were broken and that is why they did not put them on the outside of the drawers. I tried to flag the delivery men to get their attention to let them know I noticed the handles were not on two of the drawers, but I guess they did not see me. I immediately called the Baton Rouge store on Wednesday night and asked for the salesman. He was not in. I explained to the customer service representative my problem. She stated to me that I had to call the service department in Covington. She gave me the number. I called but they were not open. I called the on Thursday morning and left a voice message for the service manager [redacted], who is over all deliveries. She returned the telephone called. I explained to her the problem. She stated to me that all she could do was order the handles and shipped them to me. I would need to put them on myself. I stated to her I want them to bring me another dresser. She stated to me that was not going to happen. She was rude and direct. I stated to her that was not the proper way to handle busy with a customer. After speaking with [redacted] and could not resolve the issue, I contacted the store in Baton Rouge again. I spoke with the salesman and he did not try to resolve the issue. He immediately passed me to the Store Manager. The store manager was just as rude and direct as the service manager, [redacted]. I could not compromise with him either. I stated to him to come and pick up all of the furniture and give me a full refund. He stated that he would not do that. I stated to him that the delivery men on Wednesday stated to me that I had three (3) days to return the furniture if I did not want to keep the furniture, i.e. any issues or just did not like the way it looked in my room. There would not be restocking fee and they would come back and pick it up. I called back on Friday, January 24 and spoke with [redacted], the service manager in Covington and asked her to give me a date and time they would come out and pick up the furniture. She stated to me that was not her area. She could not provide that information. I am requesting your agency to investigate this store.Desired Settlement: Please have the company void out the sale and come pick up the furniture. Provide me a full refund of what I paid for the furniture, including taxes. The dresser was broken when they brought it to my home and I am entitle to a refund. The furniture was not wrapped or in boxes on the delivery truck. This could be the furniture off of the show room floor. I do not want to do anymore business with this company.

Business

Response:

Customer called 1/23/14 right after delivery to report that 2 of the handles were broken on the dresser. I told her I would order them from the vendor and send them when they came in as they just screw on. We certainly would be willing to send a technician to install if she requested one. She immediately began to yell at me and said she would tell me exactly what we were going to do and that was bring her another dresser. I tried to explain that we would not handle service that way for 2 broken handles - She hung up on me. She did call the Baton Rouge store where she purchased the furniture and hung up on the manager there. In addition, she showed up at the store and caused a scene. We do not delivery in boxes. All furniture is unboxed, put goether here with hardware, etc and blanketd on the delivery truck. All better furniture stores deliver this way. There is no way to handle the boxes, and trash etc on the road. Also, any concealed damage can be addresses and another item pulled here if need be prior to delivery. We have stock on this furniture in our warehouse in Madisonville where I work. These items did not come off of our floor and indeed the items are still in location on the floor at each of our 3 stores. The handles were broken in transit in some fashion; however, the remedy is new hanldes and they are to ship from the vendor shortly. I do not handle returns and I am not in charge of delivery. I am in charge of warranty claims, parts, etc relating to service on that fashion. Mrs. [redacted] has hung up on 2 managers here so conflict resolution is difficult when you cannot communicate with the customer. We will be more than happy to send a technician to install the handles once received. [redacted], American Factory Direct, Warranty Service Manager

Consumer

Response:

Review: I purchased a sectional sofa on 4-12-14. On 5/1/16, I noticed there was a defect in the sofa. My husband called American Factory Direct (AFD) the following morning, left a message and was instructed to expect a phone call back within 48 hours. On 4/4/16, he spoke with Jena P[redacted]. She sent an email with manufacture information and deferred to them. I called the number and spoke to Bertha with Fairmont. She explained that she did not deal directly with the consumer. AFD should repair the furniture and send a claim to Fairmont. I called Jena P[redacted] back on 5/4/16, relayed this information to her and was told she would look into it and call me back. I called AFD again on 5/6/16 and left a message for Jena P[redacted], or her superior. I called Bertha back at Fairmont and explained I was not getting a response from AFD. She said she would call them herself and call me back She has not, to date. I called AFD on 5/16/16 and spoke with Jena P[redacted]. She told me that she would look into it and call me back the same day. She has not called as of this date. I called AFD again today, asked to speak to Jena P[redacted]'s supervisor. I was told I would get a phone call back from "Daniel" (perhaps, not certain). No one has called me, ever, from American Factory Direct. It has been 10 days and my sofa is still broken with no plans to address it.Desired Settlement: I would like my sofa repaired to my satisfaction as soon as possible.

Business

Response:

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

Review: Purchased furniture from the Baton Rouge, LA location and we were told that the furniture would not be in for 6-8 weeks. Called 10 days later to cancel the order and was told via phone that I could cancel the order and since I paid by check, the store would issue a check in the full amount to me and it would be mailed to me. The next day (after I'd purchased other furniture) I received a phone call from our salesperson, [redacted] that per the mgr, my money could not be refunded. I asked to speak with the store mgr, [redacted] & was told that they would have him call me. I did not receive a call. We went to the store later that day and was told that he was not there. We waited the remainder of the evening for return call & never got one. I called the store the next morning and was told he was in a meeting and they would leave a msg for him to call me-no return call. Called the store again at 3pm & was told he was in, however, once I gave my name, he (Mr. [redacted]) was gone to lunch. We are out of $1500 and have no furniture-nor do we know if we will get any furniture and cannot get anyone on the phone with AFD to assist in resolution of this issue. We are seeking assistance in recovering our money since we have ordered and received other furniture from another store. When I called to cancel the order, I was not informed that I would not be able to get a refund. Had I known that, I would not have ordered furniture elsewhere. We would also like assistance at least getting someone on the phone at AFD who can give us definite answers/next steps.Desired Settlement: We would like refund of money, as we were not told that we could not cancel our order. If that is not possible, we would at least like to know the status of the furniture that we have paid for but not received. Just getting Mr. [redacted] on the phone to talk to him would be a big help.

Business

Response:

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,

Regional Retail Manager

Review: I bought and paid for $8,500 worth of furniture and it was delivered, almost five months later I was contacted stating I owed $931.00. No one from the store or in the billing office could tell me what the extra cost was or where is come from. I asked to come in and meet with someone to go over all invoices to see if we could figure out where the cost might have been. I never heard back from anyone. Now, ten months later I have been contacted by an attorney with a demand letter. I again called the store wanting to speak to the manager and was told she could not help me. When I stated that I wanted to speak to the manager to express my feelings on how this had been handled, I was told she did not wish to speak to me and refused my phone call. So not only do I feel as I am being robbed, but now I have been treated just plain rudely. Also, before this purchase I had made other purchases over the last fifteen years so I had been a loyal customer for a very long time.Desired Settlement: I would like to see exactly where the additional money is due, exactly what purchase it is for. And at this time a phone call and maybe an apology from the manager for not being interested in my concerns.

Business

Response:

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.

Review: I ordered kidz room furniture from them first it took 3 weeks for them to give me delivery date which was ok but then they delivered broken nite stand to my house I was not at home that time just my mom was there. when I got home I looked that nite stand was broken and called them rite away because it is not safe for kidz they said some one from service depr will call me and I agreed.they called back on jan 7 on my husbands phone which I told then to call on mine he was not able to pick up phone and thats it I have been calling them since then and asking them to solve my problem but nothing all they have is the same answer that we tried to reach you on jan 7 and today is january 20. I dont know if you guys can do something to help me but co worker told me that call to manager off that bussiness from you guys took care of her prob so I am counting on it

thanksDesired Settlement: I just want a new nite stand for my girls room

Business

Response:

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

Review: I ordered the dune sectional posted on their website www.afd.com.The salesperson Beth took my order and I paid in full $1100.00 the price of my sofa on February24,2016. I was told 3-5 weeks for delivery. It has been six weeks and I called on today and was told by Amanda that it would be another 2 weeks. I asked who would I speak with about a Refund I was told the manager was off. I was told that the only person that could help me was Beth and that she would be in on the weekend. No one can answer any of my questions Amanda even stated she did not understand the delay but she couldn't help me. She stated that it may have been out of stock but she can't verify that either. There was no issues when I ordered the sofa to my knowledge it was in stock because I verified that with Beth and I also called to check on order several times and I was never told any such thing. This business seems fraud and if no one contacts me soon I will be contacting the authorities.Desired Settlement: I would like a refund the full amount I deserve.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11314524, and find that this resolution is satisfactory to me.

Review: I purchased a king size mattress and box springs from the location that was on Bluebonnet which has since closed. It was their brand and I paid $1259.00 on 3/18/13. I was told at the time of purchase by the salesperson that the mattress was guaranteed not to sink within 1/4" if so it was considered defective and would be replaced. Within the first year the mattress showed signs of wear and body sinkage. I returned to the store and mentioned it to the salesperson she gave me the phone number of the Covington location to call and complain. After several attempts to reach the the service manager I finally received a call back. He scheduled an appointment to come out and see the mattress. At that time he placed an item at the foot of the bed and said that there was no problems with the mattress and that I need to turn it often. I do not have help to turn it but I did my best because it was so uncomfortable I was looking for relief. There is a huge hump in the middle of the mattress and you must sleep in the spots that have body images. I have not had a good night sleep since I bought it. I wake up every morning with pain in my hip from where I feel a board is pressing against me. There is a 10 year warranty so where do I go to get help. I should not have to pay to replace this set after two years. I spent $150 on a bed topper trying to level the bed, but I think this makes it worse.Something should have been done when I called the first time to complain. This is terrible customer service and I would never recommend them to anyone or shop there.Desired Settlement: I would like a refund or an option to get a different type of mattress of my choice and work out a settlement.

Business

Response:

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

Business

Response:

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

Review: beginning in January of 2015 I signed and began paying on a furniture layaway with American Factory Direct. I made several purchases in that same year; however, the largest one was almost $10,000. It was to furnish my entire home. After I signed the invoices accepting the price, paying in cash ALL of the balance except $1500 (this final portion was financed with Tower Loan-interest free for 12 month). The last receipt I received from this company reflects all of the terms as described above; however, a few weeks after I paid the remaining portion I received a call stating that my sectional sofa wasn't paid for. I was infuriated and sent in all the receipts. What was then found was that their was an invoicing discrepancy on American Factory Direct's side that was their fault. They have been near harassing me for $2,800 that I don't have to pay them for their error. I signed the invoices for the price I was comfortable with and should have paid, my salesperson went through everything and I'm not responsible for his computer error. I knew what I could afford and for their company error they shouldn't be calling me months later stating that I have an 'in house' financing balance of $2,800. I never signed anything for any type of in-house financing as confirmed by Angelee, who I spoke with today, and they can't just come back months later and state I owe them money to cover their mistake.Desired Settlement: I would like them to adjust the amount to ZERO dollars owed like the receipts I have state. You cannot just go back weeks later and add a balance to an account and then harass them over your error. I would also like NO FURTHER CONTACT from this business.

Business

Response:

This complaint was forward to our accounting department. The general manager, Jerry M[redacted], will be calling this customer to see what kind of arrangement can be worked out. While we acknowledge and regret the error, the customer still has $2800.00 of unpaid for furniture in her home. Hopefully, Mr. M[redacted] can reach a compromise with the customer - Flo M[redacted] American Factory Direct

Consumer

Response:

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,

Business

Response:

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

Business

Response:

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

Consumer

Response:

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.]Mr. M[redacted] contacted me via cell on the 15th after a year from the original sale date. Mr. M[redacted] took it upon himself to put an in house financing account in my name with AFD without speaking to me and then had collections (Angelee) give me a call asking for payment. I never signed for nor agreed to such an account. Never did he call before now apologizing for the mistake, trying to provide feedback or info about how this could have happened and then all of a sudden I end up with phone calls of a balance I DO NOT OWE. Per my receipts/invoices I've paid this company in full. There is no disputing that! Again, I am not, will not speak to Mr. M[redacted] or anyone else from AFD. Do not contact me again. This is the company's error and they need not contact me any further for their mistake. Take it up with your staff members.

Regards,

Business

Response:

Please See Attachment

Review: On Sunday, September 13, 2015, my husband and I purchased (paid in full) a sectional and recliner from American Furniture Factory Direct in Long Beach, MS. We were informed by our salesperson (Rita) delivery will be 6-8 weeks. Six weeks would have been October 25th and 8 weeks would have been November 8th. On October 9th I received a voice mail from Rita stating, she expected the furniture to be in a few week that she was “keeping a close eye on it.” I called back the week before Thanksgiving and was told the delivery was expected now mid-December. At this point, our patience has been completely exhausted!

On Monday, November 30th my husband spoke with Wayne, store manager, and was told the furniture was on a truck and was being shipped and would be in by the end of the week and he would waive the delivery fee. At this point, we decided to donate our existing furniture we decided we could manage with our camping furniture until the weekend.

As of today, December 29, 2015, we have not received our furniture!!!! We spoke with Wayne yesterday, Monday, December 28, 2015, again we were told the furniture has been shipped. We have called Wayne and have gone to the store several times (at least once a week) asking when our furniture will it be we’re told the same thing every time…."your furniture has been shipped we have a tracking number." We host our family’s Christmas of about 30 people each year, and we could not do it this year because do not have furniture to sit on. I don’t think three lawn chairs would suffice. After asking about loaner furniture, we were told they would bring out furniture, but we would have to pay the delivery fee (which they previously told us we wouldn’t) so we decided not to have the loaner furniture. To be honest, we didn’t want to “owe them anything. They have credited our account $600.00 for an inconvenience fee, but that’s not the point, we want our furniture. I believe we have patience. We have been sitting on lawn chairs for the last month. My nine-year-old daughter fell through the bottom of a lawn chair and hit her head. We just do not know what to do at this point.

I will never purchase another item from American Factory Furniture Direct and I have told everyone I possibly can our horrible experience and will continue to tell everyone I can possibly tell. I will shout it all over social media. We’re at our wits end with this mess!Desired Settlement: We want our furniture ASAP. I want the owners to know how unhappy we are and how we have been treated (from what we have been told they know, but do not care) I don't think it should have taken 4.5 months to receive furniture. I beleive we have been lied to over and over again.

Business

Response:

The General Manager, Jerry M[redacted] requested a response from the long beach store manager as he was directly involved with this consumer. His response is below,Around the last weekend of Nov. Mr. [redacted] came into the Long Beach store with a problem. He was waiting on a Catnapper sectional to come in. I told him I would check on it on Monday because the DC Office was closed. He said he purchased it Sept 13th . I called the DC and they said Catnapper was shipping it but Catnapper moved the ETA up 2 weeks. I called Mr. [redacted] to let him know and stayed in contact with him each week to let him know what was going on. Catnapper move their ETA up again and I called Mr. [redacted]; he was not happy. This went on for the next few weeks. We gave him a free delivery and a discount for it taking so long and he seemed happy with that. He said he new it wasn’t us but the factory he was up set with. He came in again and Jerry M[redacted], the general manager was here. We talked with this him and we let him know he could pick something else out and we would help him on the price. He brought his wife in the following Sunday and tried to find something else they both liked, but couldn’t. So we talked with David C[redacted] the owner. We did agree to let them have a loaner set until their sectional came in, with the condition that, we could not give them but $200.00 off instead of the $300.00 discount we were going to do and still do the free delivery. They didn’t like that, and called a lawyer. David said we will give them $640.05 discount and they can wait until the sectional came in. I let Mr. [redacted] know and he agreed. We refunded his credit card for the amount agreed on of $640.05. Mrs. [redacted] called me last Saturday 12/26/15 wanting to know when the sectional would be here. I told her I would call her Monday 12/28/15. I called Billie J[redacted] she told me Catnapper shipped it 12/15/15. I called Mr. [redacted] Monday 12/28/15 and told him that Catnapper has shipped his sectional and I don’t what day it would be here, but hopefully this week.Unfortunately, we have no control over manufacturing and or trucking delays. We do everything in our power to try and mitigate this by buying by container and having a fully stocked warehouse of our stock items. The customer elected to buy "special order" merchandise or non-stocked items. We disclaim the fact that delays beyond our control may occur on the back of our sales invoice which the customer signed. We want the customer to get their merchandise and will set delivery as soon as get advice from the trucking company with a date of delivery to us.

Consumer

Response:

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.

Business

Response:

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.

Review: I paid for a sectional and ottoman on February 17, 2015. On that day I was given an ETA of 6 to 8 weeks for the furniture to arrive at the store. After 5 weeks of making the purchase, I was notified by email that a part was out of stock and shipment would be delayed until April 24. On April 24, I was given another excuse as to why the furniture has yet to come in. It is going on 12 weeks now and I still do not have the merchandise that I paid for in February. I do understand that my purchase was a special order, but to be quoted 6-8 weeks for it to come in and it has taken nearly double that amount of time, is completely unacceptable to me.Desired Settlement: At this point, I would like a complete refund so that I can take my business elsewhere.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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

Review: Item purchased for parent, a senior citizen on Feb 22, 2014.Prior to delivery approx 2 weeks later, parent received phone call from delivery person to say that item was ", but we are going to fix it before we deliver it." Parent refused delivery. Sales person ([redacted])contacted to order another similar item in a different color. 6 weeks later, parent contacted that item is to be delivered. Delivery person contacted parent for delivery and delivered during time when parent not home--item left in hallway. When item opened, it was the WRONG color of newly ordered item. and indeed it was the originally ordered broken item. At this time parent refused item, and parent wanted refund for purchase, and wished to use another company due to extreme dissatisfaction with both product and with customer service. When refund requested (approx mid april), company would not provide straight answer about a refund. One time the salesperson said "it is done". After numerous calls, credit card balanced not refunded, continued followups with salesperson goes to a full mailbox on salespersons voicemail; supervisor [redacted] very rude to my sister who contacted the store on my behalf; no return calls from "[redacted]" store manager.My parent is a senior citizen, WWII veteran, and quite ill. My credit card was used to make the purchase on parent's behalf. This entire situation has caused undue stress and anguish for my parent and myself.I respectfully request that a refund check be issued immediately.Desired Settlement: Refund check issued immediately.Phone contact and mail contact to myself validating that refund is being issued.Followup from Company President that matter has been handled.

Business

Response:

Please see response from [redacted] whois now the general manager of the retail stores. I have been out of town on personal businessso we apologize for the delayed response.

Customer [redacted] … Customer

came in to store to purchase a lift chair for her mother as the mother was not

present during the sales transaction. Before delivery the warehouse

called to let the customer know chair was damaged (motor not working) and AFD

will reorder. When chair arrived customer called and delivery set. Once

delivery of the new chair customer refused (saying she didn’t like the color).

I believe the recliner was not left at home and immediately taken back to the

DC. From this point the customer was offered to reselect and she demanded a

FULL refund including delivery then I told her 25% restocking fee.. the

customer was offered several options on her reselect to fill the color and

style she requested but choose not to.

Per our policies, once ordered, merchandise is subject to a 25% restock fee if the customer refuses the merchandise or cancels. The customer has a store credit on account and can use those monies to either re-select to another item at this point.

Sincerely,

American Factory Direct

Warranty Service Department

Review: Purchased Living Room Set from American Direct Furniture approximately 7 months ago. After about 6 months the sofa started sinking on one side. The reclining chair reclines, but doesn't pops backs up when you press your foot down in the foot rest. I notified the company. They sent a service guy out. According to the service guy that works for the furniture manufacturing company, said he didn't find any thing defective with the sofa that's not caused by normal usage. I requested a new sofa when AFD service department said they'll send some repair parts for the sofa to help with the sinking. I requested a new sofa because I spent 3,245.62 for the set and expected it to last longer than 7 months. After 2 weeks of calling for requesting to speak with a manager, he called and said that AFD service department makes all calls whether to replace or repair furniture based on the report from the service guy; that works for the manufacturing company and AFD.

I had to purchase a piece of plywood to place under the sofa pillows in order to keep from anyone sinking down when they sit on that side of the sofa.

Request to speak with the district manager have gone unanswered as well.Desired Settlement: I would like a new sofa and reclining chair.

Business

Response:

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

Consumer

Response:

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

Business

Response:

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

Consumer

Response:

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.

[redacted], you are correct. If the battery goes out you replace the battery; not the car. However, if the car doesn't function properly, you replace the car. I have read the complaints against your company and it seems your company has a history of responding rudely. Maybe it's a requirement for employment at your company. I find it very strange that the service guy that came out today noticed the sinking as soon as he sat on the sofa; something your first guy should have caught. It seems that I'm getting nowhere with you. All of the back and forth is very unprofessional, but again maybe it's a requirement for employment at your company. You have made up your mind, but my next step is to contact six on your side. Even if nothing changes on your end, at least the public will know what type of business you conduct and hopefully not purchase from you ever. Had I researched your company on the Revdex.com first, I wouldn't have purchased from your company.

Regards,