Dream Builders

I sent this complaint to the retail store manager in Baton RougePer the manager and the customer's salesperson, the item did not come with a trundle and it was not included in the package priceIt is a separate available unitThe manager has offered to sell the trundle at a 15% discountThe customer can contact their salesperson who is aware of the situationWe apologize is their was any confusion- Very truly yours, Flo M***, American Factory Direct Warranty Service Department

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

This customer is swith our service technician for this coming Tuesday 12-6-to address both the issue with the table and the recliner95% of the time, the issues reported can be solved in the homeAnything that needs to be exchanged according to our technician will be Flo M***American Factory DirectWarranty Service Department

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10713694, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] And [redacted] We were not offered a re-select at no re-stock feeThe man I spoke to was rude and condescendingI understanding re-stock fees are necessary, but the remaining 75% should be refundedWe were misled about the quality of our purchaseWe have no trust or confidence in this businessWe are not concerned with what Walmart sells, we did not go to Walmart

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$was refunded back to her acct in the Beginning of February and posted on February 15, 2016."Flo M***American Factory DirectWarranty Service Department

This customer is currently being serviced under her Jackson/Catnapper manufacturer warrantyThere is a mechanism on order for the recliner and is expected to be in 3/from the manufacturerThe sofa was not damaged or defective per the technician at the time of the service call on 2/11/We sent the customer a copy of her manufacturer warranty, the number to the factory and a copy of her service ticket including the photosWe have a 2nd opinion service call that was set up last week to re-assess the sofa on 2-Everything required by her manufacturer warranty is being doneIf 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 caseThe 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 furtherWe did order replacement foam seating cores as a courtesyThey should be in around 3-as wellAgain, this is warranty work - customer has had in home since June [redacted] American Factory DirectWarranty Service Department

This credit was applied to this customer's financing and not her credit card per the attachedOutstanding balances with financing are the first to get the credits appliedThis will be reflected in her balance with the finance companyShe should be able to use the voucher number attached to verify this with Lane Credit - Flo M [redacted] American Factory Direct

I have reached out to this customer by phoneWe have worked out a solution to his complaintWe apologize for the length of time in getting this resolvedThe great influx of business from the Baton Rouge area following the recent flooding has caused us delays in serviceFlo ***, American Factory Direct

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.Why doesn't AFD have any responsibility to help the consumer? AFD has more leverage with manufacturers that they use and know the proper protocolIf I have a problem with a new car, I go back to the dealership for assistanceWith AFD, it's you bought it now its your problem! Not good business practiceI 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 serviceIf 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,
*** ***

After getting with the store manager, we have agreed to re-package the bed group to include the trundle for this purchaseI contacted the customer about thisOnce the paperwork is complete, the store will contact the customer to sdelivery of the additional pieceWe apologize again for any mis-understanding- Flo M*** American Factory Direct Warranty Service Department

They did finally bring the table I was waiting onHowever I was told that they were going to be refunding a delivery charge back to my cardI still haven't received anything yetI am also waiting on a bench for the tableI knew it was back ordered when we purchased the furnitureAnd no has told me anything about the damages done to my floor in a brand new houseI won't be satisfied or the situation will not be resolved until these things are addressedThanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11936808, and find that this resolution is satisfactory to me.
Regards,
*** ***

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

Product warning labels are placed on furniture by the manufacturerEven items manufactured in the United States carry mandated warning labelsIf that is the issue with the furniture return, we will re-state that no customer to date has been made ill by any furniture that we sellNo one here should be "condescending or rude" and we will address that with the general retail managerI will have someone call this consumer to discuss the matter further - *** ***, American Factory Direct Warranty Service Department

[A default letter is provided here which indicates
your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11253296, and find that this resolution is satisfactory to me.
Regards,
*** ***

Ms*** purchased a sofa, full size beds, and a King size bed on 5-2-The headboard for Ms*** was special ordered, meaning this item is not a stock item and ordered in mass quantity, from Ashley Furniture IndustriesSpecial
orders are non cancelable or returnable items, and must be ordered from the vendorThese 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 weeksAll of the items were received within the time frame and a delivery was scheduled for Ms*** on 5-23- 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 right side legs for the headboard inside the cartonThe item could not be delivered and set up in the customer’s home without the correct partsMs*** 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 arriveWe are completely dependent on the vendor for the parts and to receive them in a timely manner, which is at the core of Ms***’s complaint The parts for Ms***’s bed were delayed per the website, but I called Ashley Furniture Industries, and they gave me an ship date of 6-but delays are possibleMs*** 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 waitAshley Furniture Industries informed us later that the estimated ship date was delayed again but only by a weekMs*** 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-and was received at our distribution center on 7-2- Ms***s delivery was scheduled before the part arrived on the next available day in her area on 7-4-and her bed has since been delivered and set upWe 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 factoryThis 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 partsThis complaint should be reclassified and directed toward the manufacturer and not the retailer. Thank you *** *** Warranty Service Manager American Factory Direct Furniture

Evidently, there was a computer glitch that did not schedule the table to go with the other piecesThe delivery manager was aware of this on Saturday and made an attempt to address it with the retail storeThe result was that the sales manager at our Hwy location and the owner delivered this
table todayMy understanding from them is that this issue has been resolvedWe apologize for the inconvenience to the customerWe did try and address it in a timely manner and we hope that the customer is satisfiedFlo M***, American Factory Direct Warranty Service Department

Customer has been refunded Partial delivery fee as requestedPersonal property must be reported before drivers leave the home and noted on the delivery receipt per our policies listed on our Invoice There is no notation of any such damage or incidentIn addition, the consumer filled out an online damage claim form on our website re leveling his chairs but again made no notation of any personal property damageThe subsequent claim has been sent to the delivery manager and the ownerI notified the consumer of this via e-mailFlo ***, American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11588210, and find that this resolution is satisfactory to me, pending credit to my account
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
***, you are correctIf the battery goes out you replace the battery; not the carHowever, if the car doesn't function properly, you replace the carI have read the complaints against your company and it seems your company has a history of responding rudelyMaybe it's a requirement for employment at your companyI 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 caughtIt seems that I'm getting nowhere with youAll of the back and forth is very unprofessional, but again maybe it's a requirement for employment at your companyYou have made up your mind, but my next step is to contact six on your sideEven if nothing changes on your end, at least the public will know what type of business you conduct and hopefully not purchase from you everHad I researched your company on the Revdex.com first, I wouldn't have purchased from your company.
Regards,
*** ***