Northeast Factory Direct

We are delivering [redacted] another new piece tomorrow 7/25/17. Once that happens successfully we should be able to close this. Thanks and have a great day!

[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 [redacted], 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 [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for waiving the delivery fee and providing us a copy of all of the sizes of the cabinets.  We do have a few of the cabinet doors needing to be replaced with ones that do not have gouges in them.  I have attached pictures of the 24" pantry door (right hand, lower door).  Also attached are pictures of the B30B doors as both doors are damaged on the bottom corners and will need to be replaced.  The other cabinets that are scratched, we can use the touch up kit which was included in the delivery.The 24" wall that goes above the bar was not in our delivery..  Please let me know an approximate time that these will be in for us to pick-up.Thank you for working with us to resolve these issues.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  The company should be grateful for the manager Brendan. He was very understanding and knows how to treat a customer. Thank you
Regards,
[redacted]

We at Northeast Factory Direct apologize for the inconvenience.  A new sofa was ordered and will be arriving to our store at the beginning of the week of December 3rd.  Upon arrival of the sofa, we will be sending a team to deliver the sofa at no charge to the customer. We also credited...

$250 for the patience and understanding of the customer.  Again we apologize and appreciate the business and patience of the customer.

Hi there, I have spoken with this customer and the issue is being resolved. [redacted] has accepted our resolution as of 4/16/18 at roughly 4pm. We are delivering her proper chairs and compensating her for her time. Thank you

To whom it may concern, Northeast Factory Direct is all about making customer's happy. We strive for it daily. In regards to this matter, a few things did not go correctly so we are happy to oblige the customer and pick up her furniture and give her a full refund. I would like to point out that...

there was at no time, a break in communication with her and the salesperson, or customer service. The exchange of emails and calls that went from February to May were always answered until the last email from the customer. It was responded to and we got a reply that said "okay I'll call when I can pay for it". As far as what did or could have gone wrong, trash may have been left behind. Delivery fees may have changed due to the customer changing her order. Out of the 16 pieces of furniture 2 were missing after holding them in our warehouse for 6 months. The other 14 pieces were delivered. We made the effort to rectify this and the customer refused the merchandise and that is when all of this came about. We are greatly sorry for the odd misunderstanding. We hope to learn from this, and that the customer accepts our offer of a full refund upon picking up the furniture. Thank you

Mr. M[redacted] originally purchased a full panel bed with trundle along with a full mattress and box spring set on 12/6/2015.  NEFD was contacted originally regarding the broken rails on the bed at the end of October 2016.  Mr. M[redacted] invoice was then sent to our furniture technician with...

notes attached to schedule a service trip to assess the damage of the bed rails.  On 11/4/2016 NEFD's service tech went out to assess the damage to the rails.  On 11/7/2017 an email from the tech was sent to our service department with the report back from the service call along with the parts to order to fix the issues with the bed.  On 11/7/2016 the rails and hardware were ordered.  The parts took a little longer than anticipated.  When the parts came in there was a scheduling conflict between Mr. M[redacted] and our service tech. Mr. M[redacted] insisted on picking up the rails.  When Mr. M[redacted] came to pick up the rails the hardware was missing from the box of rails. In the meantime the hardware has been located.  NEFD will bring the hardware out to Mr. M[redacted] and set up the bed.  We apologize for all of the inconvenience regarding this issue.  NEFD understands that this process took longer than anticipated and we apologize for all of the trouble.

Dear Revdex.com,Northeast Factory Direct as well as [redacted], the manufacturer of the mattress, came to the conclusion that due to the visible stains on the mattress we are no longer able to honor the warranty given by the manufacturer.  As stated in the warranty information packet...

provided, any visible stains cancels out any warranty of the mattress.  If the customer is still requesting us to send out a representative to examine the mattress any further we will gladly do so.  Thank you for your understanding,Tom P[redacted], NEFD

[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 [redacted], 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 10797004, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have proof and documents to back up all of my statements that I intend to use to prove my case in court. I would not buy anything from Northeast Factory Direct at any price!Thank you for your assistance.
Regards,
[redacted]

Unfortunately, we have tried explaining several of these things stated above directly to Ms [redacted]  Any time we sell a cabinet project, we make it abundantly clear that if the client decides to use their own installers instead of someone we recommend to them, that their installation team not...

only double/triple check the plan that our approves at the time of the sale but that they are "qualified" to do the work.  Cabinet installation and finished carpentry of any kind is no easy task.  We even have an additional sign-off the client receives that states this emphatically.  The questions stated above about certain size cabinets fitting in a larger space is inaccurate.  There are industry standards needed for filler material (with full overlay door styles) as well as appliance end panels (needed for this job) and overall standard reveals at the end of cabinet runs.   This WAS clearly stated and shown on the client final floorpan/layout, which they approved with their signature.   We have tried educating our client on these matters multiple times to no avail.  We then....AT NO CHARGE...ordered additional/different cabinetry for this client in an attempt to make them happy and give them what they wanted.  We hoped these free items would suffice. In closing, we HAVE contacted Ms [redacted] with delivery info.  We have been in possession of their cabinets for several weeks because as she stated, "the weren't ready for them yet"  ALL of the cabinetry they ordered as well as the additional pieces we ordered at NO CHARGE are ready for delivery.  Our delivery service HAS been in touch.  Also, as far as the initial field measure appointment, there were instructions, per the client, that they would not be ready for an on-site field measure for 2-3 weeks from the time they put down their $500 deposit to get the project started.  Our measuring service called them exactly within that time-frame. We are very sorry for all of the miscommunication here.  Once the client begins installing these cabinets, and assuming there is a qualified carpenter doing the work, we are confident they will understand the points we've been trying to make.  They will receive ALL of the cabinets per the original agreement.  PLUS some free extras.  We trust this will suffice and consider this matter closed. Thank you so much ..

The complaint filed by Mr [redacted] is for product that was not purchased.  The dispute is what dollar amount was originally quoted.  As we've stated, we quoted a number ...a mistake was made, forgetting the upcharge for the modified (non-standard) depth the client requested.  The error was IMMEDIATELY corrected via email, giving the client the correct price.  That is all.  No one is disputing that an initial pricing error was made.  This was explained in great detail to Mr [redacted] ...Again, after what this client has done and said to our team, who have only tried to help and explain, it is everyone's best interest that this client purchase this cabinet elsewhere.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] 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,
Jeffrey M[redacted]

Northeast Factory Direct apologizes for the inconvenience to [redacted]. Our hot tub technician came out Tuesday July 11th and again on Thursday July 13th.  The issue with the hardcover has been solved.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have not yet heard from W[redacted], would you please follow up on your end regarding the door and refund of $300.00?  Thank you.  Regards, [redacted]

Hello, We are very sorry to see this complaint as this entire event began because the installer/client, unfortunately, installed the blind base corner cabinet incorrectly.  We have since purchased new cabinets and cabinet parts and paid service people to correct this error at no charge to...

the client whatsoever.  We do NOT install cabinet products as a company.  It is the client's responsibility to hire someone qualified.  This is clearly stated in all of our final sign-off paperwork when our clients approve their final cabinet order.  There was definitely some confusion on the part of our manufacturer sending us the proper parts due to the specialized nature of the problem ...we definitely take responsibility for that.  NEFD is more than happy to combat this time lost and confusion with a dollar amount of $575 against the overall PAID IN FULL JOB.   There is a balance $2333.00 owed to us by this client for their granite countertops.  We also refunded $850 off of this client's granite countertop balance to help resolve this issue a while back.   Again, once we receive this client's ADJUSTED balance due of $1758, we will consider this matter resolved.  After a total of $1425 in refunds/discounts, we feel we can all move forward amicably ... Thank you so much ..

Hello, Since this clients last response, our offices have been in touch, again.  Per our design team, we have been reaching out to the client for the past several days with no response.  Again, if there is anything we can do to help facilitate the cabinet installation process, please let us know.  As far as the accuracy of what was ordered, everything is attached here for your reference.   As I stated above...our design team has also been in touch this weekend and today.  Please let us know if we can assist you any further ...  Thank you so much ... NEFD Management ..

I apologize for any confusion.  I will call [redacted] this week to clarify.  I did call [redacted] last week and stated I would be happy to pick up the furniture and refund his money if he is not happy.

We are in a customer service driven business, where making the customer happy is number one. When furniture is damaged we repair or replace it. We have repaired the furniture, and replaced it numerous times for this customer. He has asked for a credit since we replaced it the first time. At this point I will offer [redacted] a $100 refund, even though he accepted $100 off a recliner he wanted to purchase. So not a credit or gift cards. To close this matter, and to make the customer happy. I hope we can close this complaint in a positive way. Thank you