Dream Builders

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

I just spoke to [redacted] after getting an ok from our general manager to refund this customer. [redacted] has spoken to our accounting manager, Linda G[redacted] who is processing this refund for the customer. We sincerely apologize for our lack of follow though on this issue. - Flo M[redacted] American Factory Direct

Revdex.com:
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,
[redacted]

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 fee. The man I spoke to was rude and condescending. I understanding re-stock fees are necessary, but the remaining 75% should be refunded. We were misled about the quality of our purchase. We have no trust or confidence in this business. We are not concerned with what Walmart sells, we did not go to Walmart.

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

We actually received this part today from the factory. I contacted Montage to set up service on the repair. I also sent our technician to the home to deliver the part to the customer. Hopefully, this will resolve the issue. - I think the incorrect part being received confused the factory as they...

kept sending armcovers. We got it straightened out with them and the correct part was sent. We do apologize to this customer; she is correct that is is unacceptable. FLo M[redacted], American Factory Direct Warranty Service Department

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

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

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

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

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

Revdex.com:
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,
[redacted]
  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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11508166, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This customer was refunded on 4-8-16 - Flo M[redacted], 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 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]                                         ...⇄ /> Service Manager                                    �...⇄ Factory Direct Furniture

I contacted Jeanette [redacted] in the service department for an update on this claim. She spoke to the customer on 9-15 with an update on the status of the parts order. The motor has been received but the switch was delayed pending a clarification between the tech and the factory rep. That part is now...

in transit per the factory. The 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 customer. This was not done until the 9/14. Voicemail receives the lowest priority now as a response tool. This system is in transition and we apologize that this customer was frustrated in attempting to get answers on the parts order. The 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 so. Flo M[redacted], American Factory Direct, Warranty Service Department

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

could reselect anything of equal or greater value, or she could returned the Bedroom set for a 25% Restock Fee. She has Refused to pay the Fee and is upset we just won’t take it back for free. She singed the invoice agreeing to a restocking Fee and to our return policies. We have the right to fix all merchandise and she refused for us to do that also. We have offered her 3 options and she has refused all 3."   Thank You, Wayne K[redacted] Store Manager                                      9064 County Farm Rd. Long Beach, MS 39560 Office:  ###-###-#### [redacted]

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10713694, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] And [redacted]
 
The issue here is deception and the fact that my husband is 72 years old with asthma and other health issues. We can't have products with these warnings in our home. Some of their statement are not true.

Please See Attachment