American Factory Direct Furniture Outlets

We sincerely regret the delay in Ms***’s merchandise deliveryThe manufacturer is solely responsible for production and transportationMost special ordered merchandise does fall within the 6-quoted time periodThese particular items are assembled here in the US but rely on imported components per Ashley manufacturer specificationsUnfortunately, all container shipping was held up due to a West Coast dock strikeThe customer was notified that there would be an unavoidable delayThe merchandise was received yesterday and the customer is set to have her merchandise delivered tomorrow, the 7thThe general manager has given her “free” delivery”We do apologize but events were completely out of our controlWe appreciate Ms***’s patienceVery truly yours, [redacted] , American Factory Direct

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 for Friday May I was told I would be contacted and given a hour window for deliveryHowever , no one contacted meI 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 as promised I was told I would have to wait for another truckHad I known there would be this many problems buying furniture at your store , I would have never stepped foot in American Factory Direct [redacted] ***

Please see the attached documents which substantiate the debt still outstanding to American Factory Direct by this customerShe was contacted previously on two separate occasions in May and June 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 of the attached documents clearly stating to the customer in June her rights under the law to contact us with her dispute of the charges, if anyShe 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 indicatesHe will be happy to go over the billing with her and discuss her current optionsNeither 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 attorneyWe would suggest that Ms [redacted] contact Mr [redacted] at her earliest possible convenience so that this matter may be amicably resolvedSincerely, [redacted] , American Factory DirectWarranty Service Department

We have attached a response to this complaint from [redacted] - the regional retail managerWe have also attached a copy of Mr [redacted] original sale with notes and a copy of our policies and procedures which he signed off onAll furniture is in and available for piexcept night stands and a dresser which have and ETA of 6-Customer purchased on 5-and was quoted 6-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/after he did call me and left me 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 BRMr [redacted] was given the eta of early June (earlier than the ETA given at time of sale) during our conversationI 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 whereAlso in sales notes he would P/U bed and mattress with in weeks since it was in stock and wait 6-weeks for the other items to arrive and pu in BR at that timeSince 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 DAYSI OFFERED HIM A REFUND WITH 25% RESTOCKING FEE GAVE ETA OF BEGINING OF JUNE FOR B/O ITEMS TO BE IN CUSTOMER WANTED TO P/U BED AND MATTRESS IN STOCK FIRST AND NOW HAS DECIDED TO WAIT FOR EVERYTHING TO COME IN TO PU FROM BR JFM Thank You, [redacted] Regional Retail Manager

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 overAmerican 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-On 8/28/customer called reporting the mattress was uncomfortable and that there was body impressionI 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 elseUnder this particular vendors warranty body impressions that exceed 1/inches are replaceable as long as the mattress is stain free/ not abused and is supported by a rigid center support systemThis 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/of an inch at that time and was not replaceable under the warrantyThis was explained to the customer and if the impression exceeded the criteria set forth from by the manufacturer, the item would be replacedThe manufacturer holds this customers warranty , not American Factory DirectWe 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 themAttached you will find the manufacturer's warrantyI 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 yearThe 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 manufacturerAgain, 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