Northeast Factory Direct

I filed a complaint on 6/23/with the resolution a new dresser would be delivered, #***The last time I contacted you , two drawers were delivered without the dresserThe company states that was an error and they'd get the full dresser to usUpon examination of the dresser in storage waiting for the two drawers it too was damagedThis is the third time this dresser has been supposedly damaged and a new one having to be reorderedWe ordered this on May 16, with a 6-day deliveryWith phone calls and emails not being answered, I was hoping I could reopen or file a new complaintI have sent two emails with NO response but when I filed a complaint, they responded to you in two hoursDelivery of this dresser and I think a rebate on this dresser that has taken weeks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** ***

Hello, In response the complaint in question, please see the attached file This is a sign-off we have ALL of our clients sign, stating that we DO NOT install cabinetry as a company We offer a SUGGESTION only of a certified, licensed install company ...giving the client the option
to use them or someone of their own choosing Though we are sympathetic to the issues stated here and are willing to help in any way possible, as the sign-off attached states, we cannot assume responsibility for issues that may arise with *** ***. Also, our granite counter top fabricating partner, *** ***'s information and procedures are given to ALL clients at the time of the cabinet sale Once our clients finalize their cabinet order with us, they are given a Card with all of *** ***'s information and are informed they are to make an appointment with their showroom and visit them to begin the selection and template/install process Again, if there is anything Northeast Factory Direct can do to help this client we are always here to help We just unfortunately cannot offer refunds back for complaints from a separate company ..as per the attached agreement. Thank you so much, Northeast Factory Direct - Management Team (Cabinet Division)

Hello,I am very happy to respond to this dispute Every once in a while we have an issue pop up and we pride ourselves as a company on how quickly and effectively we handle it for the client Unfortunately, the info provided is NOT accurate The original price given to this client
of $665, was for a standard 24" deep pantry There was an error on our part, forgetting the Modification Charge that comes directly from our cabinet manufacturer to achieve the desired depth the client wants (12" deep) This is where the upcharge comes in This info was clearly and professionally stated to the client along with other alternatives to help, but they refused to believe it We are extremely sorry for any confusion this may have caused, but obviously there was no malice intent here We just quoted them And quoted them honestly and accurately.We feel it would be in this client's best interest to purchase this cabinet elsewhere After several apologies, explanations and alternatives given, this client was extremely combative and nasty via email to us It was very insulting and demeaning to our team We stand behind every job and piece of merchandise we sell We are a company that ALWAYS takes care of our clients from start to finish ..and beyond This client and us going our separate ways would be the best course of action for everyone.Thank you so much

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

These are standard warranty issues that are addressed outside of a forum such as this Part of your sign off package that was approved at the time of the sale details what to do for warranty issuesWe will have our customer service team contact you ASAP to reiterate this process for you. Thank you

Hello,This door in question HAS been received by our warehouse and our service guy, W***, will be calling you right away to schedule a time to bring it out to you Also, we are very happy to send you a check for the $you requested as this manufacturer definitely got this replacement wrong
a few times....causing these long delays.We would very much like to close this matter and help you finish your project Once the new door arrives as well as the check, we trust this will happen.Thank you so much for your understanding and patience in this matter

Hello, We are very sorry for the confusion here We have attached both the client's final cabinet layout and their sign-off, stating they did NOT want to take advantage of a NE Factory Direct, onsite field measure completed before ordering their cabinetry This is the only two ways
we proceed with any cabinet project/sale A client that refuses an onsite field measure takes complete responsibility for the cabinet measurements and selections We obviously cannot ensure the items ordered can fit without measuring these projects ourselves Any issue with cabinets ordered that appear on the final layout should have been addressed with the client's contractor and communicated to us before finalization...as it clearly states (attached) This is, unfortunately, why we cannot accept returns on these cabinets.Secondly, we have already placed an order for Ms P*** this week, for additional pieces of Scribe Molding, additional pieces of Quarter Round Molding and additional piece of Toe Kick Molding Again, the amount of molding each contractor considers "sufficient" is a tad subjective which is why our sign-offs clearly state the client is receiving a "contractor copy" for their review ...giving them the option to make changes before the order is placed For the sake of compromise and customer service, we are happy to provide our client with these eight foot sections of molding AT NO CHARGE.In all, we want all of our clients to be happy with their experience Anything else we can do to help Ms P*** complete her project....we are here to help. thank you, NEFD Mgmt

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
Laura Andrew
While the paperwork presented stated that you do not install cabinets, your paper states that you recommended *** ***I have now left voicemails with northeast factory direct, without a response to a single phone callSince I had not heard anything from northeast factory, *** *** came out and did our kitchenDaniel has done an amazing job, and he even left a message with Nicole to call me, which she did notWe had asked for the farm sink in our design, and when the cabinets came, there was no place for a farm sink (imagine my surprise at this point)Daniel cut the counter to the specifications required and has done everything in his power to make this rightNortheast Factory Direct has not as much as reached out to apologize, fix the wrong cabinet that was sent or anything elseThis is definitely not best practiceI am SO highly disappointed in northeast factory directI will be making sure to let everyone know about our experience there and I can't believe that a company can function without returning voicemailsEspecially of themthis is just asenine

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
First of all, I do not like her attitudeYes, I am the mother of *** who is an yrold college student living out of a suitcase for months!!! Secondly, if the dresser is in, why has he not been contacted about delivery? Because this has been such a problem for so long, I would think he would have been contacted as soon as the dresser was in due to the fact it has been reordered times! So, yes I expect money off my bill for so many delays and the dresserBy the way, I am the one who has already paid for merchandise that has not been deliveredMy next step is fox news

Northeast Factory Direct's ultimate mission is to make every one of our customers a raving fan. At the same time, we understand that in certain circumstances we are unable to do so. Around a year ago we decided for the best interest of both parties that we recommended
to the *** *** family that we should not do business again in the future due to certain issues with this customer in the past. Mr/Mrs *** *** chose to again come in to our store and purchase furniture from one of our newer sale persons, who at the time was unaware of the issues in the past. The twin bed purchased was delivered on Friday April 21, 2017. Mr*** *** came into the store on Monday April 24, 2017. While discussing the issue with our Customer Service Manager, Mr*** *** began raising his voice and using disrespectful slurs towards him and our deliver servicemen after coming to the conclusion that the damage to the coffee table in question was not caused by the delivery team. After giving him the opportunity to calm down, he began to further cause a scene making other customers in the store visibly uncomfortable. After giving Mr*** *** one more chance to calm down, without success, was asked to leave the store. Northeast Factory Direct does not feel it to be appropriate to offer an apology due to the facts laid out before you. Northeast Factory Direct does not wish to do business with this customer in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is in part satisfactoryIt is what was suppose to happen in the first placeAs I stated before there are no stains and never was
Regards,
*** ***

Hi there, *** has stated just about everything correctlyWe did try to repair the furniture which is standard protocolThe repair went well according to our technician, however the customer was not 100% satisfiedDue to that, we could have ordered the half of the couch that was damaged
Instead, to ensure that the customer was satisfied we ordered an entire new piece sectionalThat was delivered, for free of courseUpon opening the sectional and delivering it, it was found to be damagedAt this point, we have paid to have it fixed, then ordered a brand new one and delivered it for freeIt is terrible that the second brand new one we ordered was brokenThe customer is dissatisfied because we will not give him money backWe have done our due diligence and our willing to order yet another sectional for him and deliver it free of course(which involves paying our third party delivery service)A manager did speak with *** yesterdayThe manager and *** agreed to have a third sectional rushed in and the customer was offered gift cardsAs of yesterday everything was to our knowledge to be in good standingThank you for your time

This customer was charged $1,485 for the sectional just like the customer requested. They also purchased fabric protection from us which costs $100, so their original invoice (invoice #[redacted]) was for a total of $1,585 plus tax for a final amount of $1,711.80. When the furniture was delivered, the...

customer was charged $75. This delivery charge was quoted on their invoice. There was a delivery mistake on this order and an armless chair was delivered. This was due to a mistake made by salesperson on original invoice. The customer made us aware. We then told them we would swap out the armless loveseat for the armless chair or they could keep the armless chair have the armless loveseat. They would have to pay the cost for the armless chair which should not have been on the original quote. The customer chose to purchase the armless chair which they did on invoice #[redacted] in the amount of $124.14. In summary, the customer did get their original discounted quote for their sectional which was $1,485 plus tax. They purchased fabric protection on the sectional for $100 plus tax and they also purchased an addtional armless chair (at cost) for $124.14 plus tax. Please let me know if you have any more questions. I can be reached at the number below. [redacted] Store Manager - Cleveland location[redacted]

Hi there, We have communicated through email and phone with the customer a few times since she requested we pick up the spa and give her a full refund. We did pick up the spa on May 2nd. We have refunded the full amount financed. We are awaiting a phone call back from the customer to get...

C.C. info to refund the deposit along with the delivery fee. Thank you

We, at Northeast Factory Direct, completely apologize for the length of time that this issue has been going on.  The part for the bluetooth unit will be in to us no later than Monday 10/23/2017.  We have contacted our hot tub technician to coordinate that when the part arrive, the customer...

will be at the top of list to be taken care of.  We understand that the customer has been more than patient throughout the entire process.  We appreciate that very much so.  In turn, we will be providing the customer with a free box of chemicals.  Again we apologize for all of the inconvenience and this will be taken care of in timely manner from here on out.

This complaint is being filed by the customers mother.  We have not been in contact with her because we have been in contact with [redacted] (her son).  He is the person who is actually receiving the product.  We spoke with [redacted] last week and told him we would contact him when the new dresser came in (which came in yesterday) and schedule delivery of the dresser.  He was told the dresser would be in sometime this week.  He had no problem with this whatsoever and accepted this response.  The dresser is here and ready to be delivered.  We absolutely cannot offer a full refund of  the product along with receipt of the product.  As stated in the previous response, we are doing everything we can in as timely a manner as possible to resolve this and, again, apologize for our initial error.  [redacted] will receive his dresser soon as long as he wants it.  Though, we will gladly offer a full refund in place of the dresser if the customer prefers.  Thank You for your understanding of this matter.

We apologize if there was an indication of an "attitude" in our last response.  That was not the intention.  In the complaint [redacted] pointed out that we did not get back to her so we were simply addressing the complaint that we did not contact her and we were in contact with [redacted] due to the fact that he is the person receiving the furniture.  We left 2 messages for [redacted] last week to try and schedule delivery and have not heard back.  The dresser is here and ready for delivery.  We apologize for the delay, but we cannot offer any monetary compensation.  Thank You again for your understanding.