Dream Builders

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

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

I spoke to this customer myself before Christmas, I got it n touch with the manufacturer's rep and he ordered a replacement deck for usI explained that it could take a few weeksThe item came in on Friday & Jeanette will be calling today to set up a delivery(W cannot set up a delivery until the item has been moved to a valid location from the re roving area)Although there were attempts to get the item se up it was missing partsI did not get involved until the phone call before ChristmasThe customer should receive the new item at the next available delivery dateWe do apologizeThis has taken much too long to resolveIt was a store discontinued item at the time of sale so we had no pieces available for exchange except one last floor modleast that was my understandingThe customer has been extremely patient and nice under the circumstancesHopefully, the new item will resolve the issueSincerely, Flo M***, American Factory Direct

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

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 setI told her we would repair it as stated on the back of our invoice which see signedI also stated that she could reselect anything of equal or greater value, or she could returned the Bedroom set for a 25% Restock FeeShe has Refused to pay the Fee and is upset we just won’t take it back for freeShe singed the invoice agreeing to a restocking Fee and to our return policiesWe have the right to fix all merchandise and she refused for us to do that alsoWe have offered her options and she has refused all 3." Thank You, Wayne K [redacted] Store Manager County Farm RdLong Beach, MS Office: ###-###-#### [redacted]

Ms [redacted] The store manager has reached out to the customer and addressed her concerns regarding her backordered merchandiseThe items were received at our distribution center earlier this week and the guest has delivery scheduled on the next available dayThe to week lead time was initially quoted her sales representative, and as that time has passed, the customer's delivery fee has been waivedWe 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 possibleThe bulk of the order was received within the time frame originally quoted , but items that the store was told were available at the vendor's facility were, in fact, oversoldWe realize how frustrating this can be for her and her family but we are completely dependent on the manufacturer for these itemsMyself 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 herWe consider this matter closed , but if the customer does not agree, feel free to contact me with any questions or concernsThank you and have a good day Stephen F [redacted] Warranty Service ManagerAmerican Factory Direct Furniture Outlets

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 accessoryI'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, 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 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 locationI want the trundle that was advertised with the sales price of $with the bunk bed Regards, Remi Nguyen

I forwarded this complaint to the General Sales Manager, Jerry M***rHe attempted to contact the customer several timesThe customer sent him a message that they are out of town and will get with him when they returnOnce we have a resolution, we will complete the complaint response - Flo M***, American Factory Direct Warranty Service Department

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11390298, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I am asking for AFD to remedy the problems of my loveseatuse 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 downwardThis should not be considered "consumer caused"The other sofa and recliner are not doing any thing like thisI continue to ask that AFD back the quality of their represented products and replace the loveseatSimply opting out of the customer service portion of the sales process should not be acceptable to the consumerI request AFD to provide the customer satisfaction that should go along with a $6,000+ purchase Regards, [redacted]

Our original statement stands - the customer is welcome to contact the manufacturer - BernhardtWear, use and manufacturing defects are different issuesThe 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***, American Factory Direct

I was able to speak to the manager of the Long Beach retail store- who is on vacation as statedHe informed me that the item(s) are on order and he brought the paperwork to the Administration building last weekI did also speak with the salespersonHe should have entered in a sales invoice showing the correct items on order; he did not becasue he though since it was an error he did not need to do this; but that has also been correctedThe original replacement order was mis-handled by a previous purchasing agent who is no longer with us for which we apologizeI went to the purchasing department just know and we checked the Klaussner websiteThe new items should be delivered to us in approximately weeksThe store will contact the customer; we will also track this order going forwardSincerely, Flo M***, American Factory Direct

I contacted Jeanette [redacted] in the service department for an update on this claimShe spoke to the customer on 9-with an update on the status of the parts orderThe motor has been received but the switch was delayed pending a clarification between the tech and the factory repThat part is now in transit per the factoryThe protocol for contact with the service department has changed internally and whomever answers the phone is supposed to put in a "sku" in the service ticket which flags it for additional response to the customerThis was not done until the 9/Voicemail receives the lowest priority now as a response toolThis system is in transition and we apologize that this customer was frustrated in attempting to get answers on the parts orderThe ticket now has a high priority pending the receipt of the additional part and we anticipate that this will be scheduled for completion with a tech in the next week or soFlo M***, American Factory Direct, Warranty Service Department

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 FurnishingsOne Ingall Space Saver Recliner Item # 2A in cover 28599bl Taupe and another Ingall recliner Rocker recliner Item # 2Ain cover 28599BL TaupeThey are the same chair but the item # is different because of the different type of mechanisms the customer requestedThere are no returns or refunds on items that are custom ordered The two recliners were received at our distribution center and delivered to [redacted] in New Orleans in August of 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 months after the items had been deliveredI 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 invoiceThe technicians findings were that the items in the home matched what was ordered and signed off on by Mrs [redacted] in the supporting documents attachedMrs [redacted] was informed of this , but she was convinced that her sales associate had ordered one chair incorrectlyI 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 itemDuring the appointment the customer, sales associate and the store manager verified that the chairs ordered were correctlyThe 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 percent restocking fee would be appliedMrs [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 chairI 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 informationThank you [redacted] Warranty Service Manager American Factory Direct Furniture

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

This customer was refunded on 4-8-- Flo M***, American Factory Direct Warranty Service Department

If it were possible to rate using stars Dream Builders would definitely have If it were based on a numerical system from to with being the highest it would have an They built a beautiful screen porch for usThe owner (Nick) does complete and accurate estimates and completes the job in record time using only the best materials His crew shows up on time, works well together and puts in long hoursHe guarantees his work and if any problems occur Nick and his crew take care of them in record time with no hassle We could not recommend him more highly

This customer has been delivered of the sectional 1-9-We are still waiting on the recliner from the manufacturer and that ETA is 1-24-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

MrM [redacted] did leave the customer a message on Saturday, the 15thShe has yet to respond - Flo M***

This item is out of manufacturer warranty for laborAny parts would be covered but the issue is frame breakage and 95% of the cost of repair is laborThe person with whom this customer spoke at the factory was incorrect as far as her understanding of the issue and it's remedyJena P [redacted] did contact the manufacturer rep and has ben waiting on a response from himShe 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 termsWe 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 repairFlo M***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]