All merch is Estimated times of arrival. We have no control over when this product comes in..We have agreed on Full refund for customer, It will be picked up and refund will be sent to customer..We did offer floor sample but it was not the correct size for his bed.
? To whom it may concern, These items where AS-IS..? Customer had signed the paperwork that states if you are buying or clearance merch off the floor you need to be aware that this merchandise has No Warranty and /or No Service.? Also on the sales order it is clearly stated and written that these items are Our sales staff clearly go over these agreements and have customer sign after explaining them.? this set was clearly marked down from its original price Please feel free to contact us Thanks Dede S [redacted] ?
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 Sincerely, [redacted] ***
This issue was resolved by the warranty service the customer purchased from Montage Furniture ServicesThis has never been a Furniture Factory Direct issue
Complaint: *** I am rejecting this response because: As I previously stated, yes we signed a document saying it was AS IS with no additional warrantyHowever, as I stated also, it was NOT explained to us that we would also NOT be getting any manufacturers warrantyI specifically asked the employee if the document we were signing was referencing us not getting the additional warranty and he said yesHe provided no additional clarification and I believe intentionally mislead us on the items we were buyingSo while I understood there to be no additional protection past the first year, I still purchased the items with the knowledge I had the manufacturers warranty to fall back onIt is the sales representatives job to fully explain the paperwork and all that it entails; NOT to mislead us and LIE to usBy lie, I mean that he told us we couldn't get the additional warranty because it was a floor item and they were discontinuing carrying this brand and that the floor option was the last oneOnly to find out a week later, other LOCAL stores has this brand and style as well as having them listed online for purchase on the company website (a quantity of to be exact at that time) So why a brand new one "couldn't" be ordered or delivered to us is bafflingTo this day they still carry the brand so when is the company supposedly no longer carrying this brand? So yes, since the employee both lied to us and failed to properly explain our paperwork to us and mislead us on the explanation he provided, it is the companies responsibility to repair/replace the items Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12431632, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Our company, Furniture Factory Direct, regularly performs repairs and replacements on products that are deemed defective within the first year of receipt. We also offer our customers the option to purchase a year protection plan service through the company, *** Furniture
Services, that provides additional options in the event certain defects or customer accidental damage occurs
We are very sorry the product is not performing to your expectations, however there is nothing that can be done through Furniture Factory Direct. Since you have owned the product for more than year, *** is the only option for you to get your furniture repaired or replace.
I researched your recent claim with ***, ***. *** is unfortunately denying your claim for repair/replacement due to the nature of the damage on your furniture. Here is the response I received as to why they denied your claim -
Hi ***,
This claim was reviewed today and a denial was sent via email to the customer. The reason for the denial is the technician determined that the issue the customer is experiencing is due to loss of resiliency of the center cushion. This is not covered under the protection plan. The exclusion can be found in Section WHAT IS NOT COVERED letter V(The attachment to this response is an excerpt from Section WHAT IS NOT COVERED)
At this point, you still have a protection plan until the years from your receipt date have passed. If any covered issues arise, please report them to *** within days of the damage or defect that occurred to begin a new claim. *** will assist with evaluating whether it is a covered issue or not and move forward from there. *** can also provide you with a copy of your registration paperwork that explains in detail what types of damages and accidents are covered and what is not covered
***, Thank you for opening this complaint. I called you today and set up the delivery exchange that will take place this Saturday. We apologize for the extended time this took to resolve. Please let us know if we can do anything else for you. Thanks,
We will not be reversing our decision. Again, we are sorry however this claim has been reviewed and the decision not to repair or replace your furniture is final.
Complaint: ***
I am rejecting this response because:You sell crappy products to people and don’t careThis is the worst customer service I have ever dealt with, offering no options to customers who are not satisfied with your productsCustomers shouldn’t have to dictate choices you should already be providing to ensure people who invest in your products and give you business can be satisfiedClearly , you don’t care about thisEven if you wanted to charge for delivery because it is “your policy” , I want a refundYour business and *** *** do business together but you both are clueless as to what’s going on with each other*** *** did not provide us with any contractThe contract we signed was on an electronics device and we were only given a copy of a breakdown of monthly payment and on there the total doesn’t match any of the numbers reflecting our balance now not the payments we have made so farI understand not refunding someone when they don’t like the style or comfort of a product , but when you sell defective products the customer has a right to want to return the product in exchange for their moneyWould you like to buy messed up products you are paying a big chunk of money for ? Would you like this customer service as a customerUnethical business practices for low end furniture We would have had to pay for initial delivery if we opted for you guys to deliver to us and now we have to pay for this piece of junk table top to be delivered and put more money in your pocket and make more payments on a table we are asking to returnYou want us to pay for a table we are returning? Find another solution
Sincerely,
*** ***
I am rejecting this response because:
Subject: Fwd: regarding your couch via Revdex.com *** ***
Date: Mon, Dec
*** here is the actual letter and inspection report the ***FS inspector sent to them regarding my couchToday he stated they were lying to me because he doesn't even use words like resiliency
David S*** is his name and he is subcontracted by ***They changed his report
I informed you his inspection report stated something different than what they told youThere is no manufacturer foam in the seat of my couch
*** * *** ***
Sent from my iPhone
Begin forwarded message:
Thank you for your honesty!
*** * *** ??
Sent from my iPhone
On Dec 19, 2016, at 4:PM, Kelly S*** wrote:
Hi there ***,
This is what we said on our report to *** on November
the center cushion on her sofa has failedwe need to replace the center cushion with a new Factory cushionour labor
charge to install the cushion is $XXXher preferred way to repair this would be to replace the couch
We requested that the part be supplied by the manufacturer and we would install it I hope this helps
Best Wishes,
Kelly S***
New Creations USA
360-882-
***
Sincerely,*** ***
Complaint: ***
I am rejecting this response because:You sell crappy products to people and don’t careThis is the worst customer service I have ever dealt with, offering no options to customers who are not satisfied with your productsCustomers shouldn’t have to dictate choices you should already be providing to ensure people who invest in your products and give you business can be satisfiedClearly , you don’t care about thisEven if you wanted to charge for delivery because it is “your policy” , I want a refundYour business and *** *** do business together but you both are clueless as to what’s going on with each other*** *** did not provide us with any contractThe contract we signed was on an electronics device and we were only given a copy of a breakdown of monthly payment and on there the total doesn’t match any of the numbers reflecting our balance now not the payments we have made so farI understand not refunding someone when they don’t like the style or comfort of a product , but when you sell defective products the customer has a right to want to return the product in exchange for their moneyWould you like to buy messed up products you are paying a big chunk of money for ? Would you like this customer service as a customerUnethical business practices for low end furniture We would have had to pay for initial delivery if we opted for you guys to deliver to us and now we have to pay for this piece of junk table top to be delivered and put more money in your pocket and make more payments on a table we are asking to returnYou want us to pay for a table we are returning? Find another solution
Sincerely,
*** ***
Mr***, Transportation/Delivery service is an option for our customers at any time. Delivery however is not a free service. It costs time and money and it is not free, even in the event of damaged or defective products. Our policy is our policy. You have been given adequate options to get the table fixed repeatedly, by many of our staff members. These options are how we service our customers and our customers comply with this policy. You are clearly not satisfied with these options and for that I sincerely apologize. However, we do not let our customers dictate our policies and operating procedures simply because they do not like them. I am sure this is not the response you are hoping for, however it is what we have to offer. As I stated in my previous response, defective or damaged furniture happens. It is part of the business. So, we offer options that have already been given to you. If a customer pays for delivery service, they also receive in-home warranty service. If a customer chooses to pick up their furniture, they still have warranty options, however it is up to the customer to transport the damaged or defective items on their own. As far as the payments you are making, that is also an agreement you made with *** ***, a different company that we coordinate with, at the time of your initial purchase. This service offers customers who do not want to have a credit check the option to finance furniture. The *** *** contract you signed has the details of your payments at the price you agreed upon at that time. This was your decision to do this and Furniture Factory Direct has no influence on your scheduled payments. If you have an issue with your payment contract or how *** *** reports to credit agencies, you will have to go through them for answers. You have been given the final solutions. We are doing exactly what we promise to do. We ordered new parts for you and they are waiting for you to pick up. You can pick them up or pay for us to deliver and exchange them
We will honor the customer's request and pick up the sofa that is currently in the customer's home. We will issue a full refund as soon as the product is picked up and in our possession
To whom it may concern,
These items where AS-IS.. Customer had signed the paperwork that states if you are buying or clearance merch off the floor you need to be aware that this merchandise has No Warranty and /or No Service. Also on the sales order it is clearly stated
and written that these items are AS-IS
Our sales staff clearly go over these agreements and have customer sign after explaining them. this set was clearly marked down from its original price
Please feel free to contact us
Thanks
Dede S***
***,We are not able to replace your damaged furniture. Our claim process determined that the damage on the furniture you picked up was customer caused. We came to this conclusion after reviewing the photos you submitted of the damaged furniture and the information given to us from
the furniture technician who came to evaluate the damage. Additionally, it is highly unlikely that each of the individual pieces that belonged to you were damaged while being transported from the manufacturer to our distribution center in Fife. The products you ordered came on a large truck with approx other pieces. None of the other furniture was damaged. For only your pieces to have been damaged the way you showed us in your pictures is highly unlikely. There was no damage to the packaging on any of the products from that entire truck. When the products were loaded out to you, our warehouse staff did not damage them. We have spoken to you on numerous occasions and given you the reason why we are not able to replace or service your furniture. Furniture Factory Direct does not replace furniture that has been damaged by the customer. The decision is final and will not be reversed
Complaint: ***
I am rejecting this response because:Yes, we elected to pick up the table and chair set the first time to avoid delivery chargesCushions were punctured and delivered to Everett store so we picked it up as that would easily fit in a carFast forward to defective table top after one month of use, why do we need to pay for damaged goods to be delivered to us just because we picked up tabletop first time? Don’t see the correlationIn addition to bad tabletop, screws have started popping out of chairs and chairs are falling apartWhat kind of service is this? You are admitting to selling bad product but sticking to your policy ? Lastly, we have made payments on the table and the balance has not gone down much from the original sale of price of We have the contractWe don’t want the tableWe are not trying to keep itIf you want it back, you can have it My problem is you are expecting payment on a horrible defective product that we have had to make payments on already Now you want more payments and a delivery service fee and that price is coming out to almost the equivalent of the original sale price You offer no refunds? No waiving fee of service charge and you sold us a crappy tableYou want me to pay for you to come pick up a table that’s been defective from day one and you are asking for more than the original price all together Also, why do you have inaccurate information on credit reports with regards to balances that your *** *** clerk can’t even explain? The balance on the credit report is $1700-$and this is not the price agreed onDoesn’t seem like you care about customer service or the customer at all as long as you get your moneyStop explaining the same thing over and over and offer some kind of resolution
Sincerely,
*** ***
Complaint: ***I am rejecting this response because: there are several inconsistencies with the information we were given in the store verses what was stated as a response to my complaint. First, we dealt with a salesman named Billy when we purchased our sofa/ottoman set, as well as our queen bedframe. When discussing options on the furniture he informed us of the protection plan available through a partner company, Montage. "Anything at all goes wrong, and this plan will cover it," he said. At the time my wife and I were still expecting and we expressed our concern about spills, stains, ease of cleaning, exedra. Billy assured us that the protection plan was easy to use should we have any need for it but that the product he was selling us was great. In the business' response there is reference of "this sales person," however we dealt with two employees during our interactions. The second was Stephen, whom told us specifically when we were shopping for a new mattress, that our couch was "a piece of junk," and that his parents had bought the same on and had tons of problems with it. He instructed us, after discussions about the lack of response from the furniture company or Montage, that we should just "break the frame." But as we are honest, respectful people we relied on the promises made by the sales associates at Furniture Factory Direct and the agreement within the furniture protection plan to rectify the wrongs
Secondly, the implications that our request for service was outside the one year manufactures warranty, is faulty. Our original purchase was made on 6/24/and thus our call for service on 5/19/was within the warranty. Also the statement, "The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015," is an out & out lie. I took the first available date the service technician was available when I called on 5/which was not until 6/13. Then on 6/I found out we would have company in town during that time and I called and asked to reschedule. I was told the technician was going to be out of town for weeks and could not get to us until 7/1/2015. I and my wife resent the implication that we blatantly disregarded a scheduled appointment
Third, my wife was home while the service technician did his "inspection" after which she immediately called me to inform me he had hardly looked at anything she tried to show him. While he did offer a solution for the rotating feet on the ottoman, he brushed off the areas of the sofa and ottoman which she pointed out as defective. The gaping hole where a spring has ripped through the coverings and support underneath the cushion can in NO way be considered wear and tear. The tech paid no attention to the area she showed him was not properly aligned on the left side of the couch under the armrest. He did look at the pin and hook holding the chaise portion of the couch to the other side and found it to be intact, however when the third party tech looked at it most recently, he had to lift up the sofa to wedge the two pieces back together.
I resent the fact that Furniture Factory Direct continues to elude to "customer abuse" both in person and now in writing. Unlike the FFD employees who instructed us to break our furniture to ensure just corrective action be taken, we are honest and respectful people. $1,000+ for a sofa/ottoman set and protection plan may be small potatoes to a company like FFD, but for hard working, blue-collar citizens that is a lot of money to just basically throw away after less than a year of use! I'm horrified at the idea of having to do business with EITHER of these companies again as it has been nothing but information, shady salesmen, jumping through hoops, and all the meanwhile our living room set continues to deteriorate and fall into further disrepair. Just this evening my son was playing and ran over to show me something and smacked his foot on the ottoman feet, which have very sharp corners and have begun shifting again, despite the former "repair."
Additional, no one from FFD or Montage has contacted us as stated at the end of their statement, yet another lie. Disappointing
I hope that FFD and Montage can rectify their unscrupulous business practices which seem intended just to make a buck. And do what is right by us, the customer. I also hope that the Revdex.com is able to inform potential customers of the unsavoriness of these two companies
Sincerely,*** ***
Hi ***,
We do our utmost to repair or replace furniture that is deemed defective within the first year of ownership for all of our customers. We sincerely apologize the furniture you have is not meeting your expectations. This is a sofa that we delivered to over customers with little issues and we are disappointed in the fact you are having this kind of trouble
Looking into your customer history, I see that we replaced the loveseat within the first month of ownership due to wrinkles in the footrest. Also, that within the first year you reported issues with the middle seat of the sofa. Our records indicate we ordered parts to repair the middle seat of the sofa. The parts came from overseas and when they arrived, we picked up the middle seat of the sofa from you, repaired it with parts provided from the manufacturer and returned it to you. This demonstrates our commitment to every customer that we will stand behind the products we sell within the first year of ownership. This is the extent of the service we provide for all of our customers. We apologize that this has not been enough to ensure you are a satisfied customer and at this point, years after you took possession of the products, we will not be able to continue to service or replace your furniture
In previous letter to the Revdex.com, you mentioned that a contracted furniture repair technician sent to you via *** Furniture Services stated our repair job was "a fake" and we "did not replace the defective foam with manufacturer foam."
We respectfully request a copy of this inspection report from the vendor, New Creations, at your earliest convenience for review
Complaint: ***I am rejecting this response because: IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!! IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT MONTHS AGO!!!!!!!!!!! IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING. THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL. THE ONLY PERSON FROM THE STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL. IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-MONTHS.
I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM. Sincerely,*** ***
All merch is Estimated times of arrival. We have no control over when this product comes in..We have agreed on Full refund for customer, It will be picked up and refund will be sent to customer..We did offer floor sample but it was not the correct size for his bed.
? To whom it may concern, These items where AS-IS..? Customer had signed the paperwork that states if you are buying or clearance merch off the floor you need to be aware that this merchandise has No Warranty and /or No Service.? Also on the sales order it is clearly stated and written that these items are Our sales staff clearly go over these agreements and have customer sign after explaining them.? this set was clearly marked down from its original price Please feel free to contact us Thanks Dede S [redacted] ?
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 Sincerely, [redacted] ***
This issue was resolved by the warranty service the customer purchased from Montage Furniture ServicesThis has never been a Furniture Factory Direct issue
Complaint: *** I am rejecting this response because: As I previously stated, yes we signed a document saying it was AS IS with no additional warrantyHowever, as I stated also, it was NOT explained to us that we would also NOT be getting any manufacturers warrantyI specifically asked the employee if the document we were signing was referencing us not getting the additional warranty and he said yesHe provided no additional clarification and I believe intentionally mislead us on the items we were buyingSo while I understood there to be no additional protection past the first year, I still purchased the items with the knowledge I had the manufacturers warranty to fall back onIt is the sales representatives job to fully explain the paperwork and all that it entails; NOT to mislead us and LIE to usBy lie, I mean that he told us we couldn't get the additional warranty because it was a floor item and they were discontinuing carrying this brand and that the floor option was the last oneOnly to find out a week later, other LOCAL stores has this brand and style as well as having them listed online for purchase on the company website (a quantity of to be exact at that time) So why a brand new one "couldn't" be ordered or delivered to us is bafflingTo this day they still carry the brand so when is the company supposedly no longer carrying this brand? So yes, since the employee both lied to us and failed to properly explain our paperwork to us and mislead us on the explanation he provided, it is the companies responsibility to repair/replace the items Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12431632, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Our company, Furniture Factory Direct, regularly performs repairs and replacements on products that are deemed defective within the first year of receipt. We also offer our customers the option to purchase a year protection plan service through the company, *** Furniture
Services, that provides additional options in the event certain defects or customer accidental damage occurs
We are very sorry the product is not performing to your expectations, however there is nothing that can be done through Furniture Factory Direct. Since you have owned the product for more than year, *** is the only option for you to get your furniture repaired or replace.
I researched your recent claim with ***, ***. *** is unfortunately denying your claim for repair/replacement due to the nature of the damage on your furniture. Here is the response I received as to why they denied your claim -
Hi ***,
This claim was reviewed today and a denial was sent via email to the customer. The reason for the denial is the technician determined that the issue the customer is experiencing is due to loss of resiliency of the center cushion. This is not covered under the protection plan. The exclusion can be found in Section WHAT IS NOT COVERED letter V(The attachment to this response is an excerpt from Section WHAT IS NOT COVERED)
At this point, you still have a protection plan until the years from your receipt date have passed. If any covered issues arise, please report them to *** within days of the damage or defect that occurred to begin a new claim. *** will assist with evaluating whether it is a covered issue or not and move forward from there. *** can also provide you with a copy of your registration paperwork that explains in detail what types of damages and accidents are covered and what is not covered
***, Thank you for opening this complaint. I called you today and set up the delivery exchange that will take place this Saturday. We apologize for the extended time this took to resolve. Please let us know if we can do anything else for you. Thanks,
We will not be reversing our decision. Again, we are sorry however this claim has been reviewed and the decision not to repair or replace your furniture is final.
Complaint: ***
I am rejecting this response because:You sell crappy products to people and don’t careThis is the worst customer service I have ever dealt with, offering no options to customers who are not satisfied with your productsCustomers shouldn’t have to dictate choices you should already be providing to ensure people who invest in your products and give you business can be satisfiedClearly , you don’t care about thisEven if you wanted to charge for delivery because it is “your policy” , I want a refundYour business and *** *** do business together but you both are clueless as to what’s going on with each other*** *** did not provide us with any contractThe contract we signed was on an electronics device and we were only given a copy of a breakdown of monthly payment and on there the total doesn’t match any of the numbers reflecting our balance now not the payments we have made so farI understand not refunding someone when they don’t like the style or comfort of a product , but when you sell defective products the customer has a right to want to return the product in exchange for their moneyWould you like to buy messed up products you are paying a big chunk of money for ? Would you like this customer service as a customerUnethical business practices for low end furniture We would have had to pay for initial delivery if we opted for you guys to deliver to us and now we have to pay for this piece of junk table top to be delivered and put more money in your pocket and make more payments on a table we are asking to returnYou want us to pay for a table we are returning? Find another solution
Sincerely,
*** ***
I am rejecting this response because:
Subject: Fwd: regarding your couch via Revdex.com *** ***
Date: Mon, Dec
*** here is the actual letter and inspection report the ***FS inspector sent to them regarding my couchToday he stated they were lying to me because he doesn't even use words like resiliency
David S*** is his name and he is subcontracted by ***They changed his report
I informed you his inspection report stated something different than what they told youThere is no manufacturer foam in the seat of my couch
*** * *** ***
Sent from my iPhone
Begin forwarded message:
Thank you for your honesty!
*** * *** ??
Sent from my iPhone
On Dec 19, 2016, at 4:PM, Kelly S*** wrote:
Hi there ***,
This is what we said on our report to *** on November
the center cushion on her sofa has failedwe need to replace the center cushion with a new Factory cushionour labor
charge to install the cushion is $XXXher preferred way to repair this would be to replace the couch
We requested that the part be supplied by the manufacturer and we would install it I hope this helps
Best Wishes,
Kelly S***
New Creations USA
360-882-
***
Sincerely,*** ***
Complaint: ***
I am rejecting this response because:You sell crappy products to people and don’t careThis is the worst customer service I have ever dealt with, offering no options to customers who are not satisfied with your productsCustomers shouldn’t have to dictate choices you should already be providing to ensure people who invest in your products and give you business can be satisfiedClearly , you don’t care about thisEven if you wanted to charge for delivery because it is “your policy” , I want a refundYour business and *** *** do business together but you both are clueless as to what’s going on with each other*** *** did not provide us with any contractThe contract we signed was on an electronics device and we were only given a copy of a breakdown of monthly payment and on there the total doesn’t match any of the numbers reflecting our balance now not the payments we have made so farI understand not refunding someone when they don’t like the style or comfort of a product , but when you sell defective products the customer has a right to want to return the product in exchange for their moneyWould you like to buy messed up products you are paying a big chunk of money for ? Would you like this customer service as a customerUnethical business practices for low end furniture We would have had to pay for initial delivery if we opted for you guys to deliver to us and now we have to pay for this piece of junk table top to be delivered and put more money in your pocket and make more payments on a table we are asking to returnYou want us to pay for a table we are returning? Find another solution
Sincerely,
*** ***
Mr***, Transportation/Delivery service is an option for our customers at any time. Delivery however is not a free service. It costs time and money and it is not free, even in the event of damaged or defective products. Our policy is our policy. You have been given adequate options to get the table fixed repeatedly, by many of our staff members. These options are how we service our customers and our customers comply with this policy. You are clearly not satisfied with these options and for that I sincerely apologize. However, we do not let our customers dictate our policies and operating procedures simply because they do not like them. I am sure this is not the response you are hoping for, however it is what we have to offer. As I stated in my previous response, defective or damaged furniture happens. It is part of the business. So, we offer options that have already been given to you. If a customer pays for delivery service, they also receive in-home warranty service. If a customer chooses to pick up their furniture, they still have warranty options, however it is up to the customer to transport the damaged or defective items on their own. As far as the payments you are making, that is also an agreement you made with *** ***, a different company that we coordinate with, at the time of your initial purchase. This service offers customers who do not want to have a credit check the option to finance furniture. The *** *** contract you signed has the details of your payments at the price you agreed upon at that time. This was your decision to do this and Furniture Factory Direct has no influence on your scheduled payments. If you have an issue with your payment contract or how *** *** reports to credit agencies, you will have to go through them for answers. You have been given the final solutions. We are doing exactly what we promise to do. We ordered new parts for you and they are waiting for you to pick up. You can pick them up or pay for us to deliver and exchange them
We will honor the customer's request and pick up the sofa that is currently in the customer's home. We will issue a full refund as soon as the product is picked up and in our possession
To whom it may concern,
These items where AS-IS.. Customer had signed the paperwork that states if you are buying or clearance merch off the floor you need to be aware that this merchandise has No Warranty and /or No Service. Also on the sales order it is clearly stated
and written that these items are AS-IS
Our sales staff clearly go over these agreements and have customer sign after explaining them. this set was clearly marked down from its original price
Please feel free to contact us
Thanks
Dede S***
***,We are not able to replace your damaged furniture. Our claim process determined that the damage on the furniture you picked up was customer caused. We came to this conclusion after reviewing the photos you submitted of the damaged furniture and the information given to us from
the furniture technician who came to evaluate the damage. Additionally, it is highly unlikely that each of the individual pieces that belonged to you were damaged while being transported from the manufacturer to our distribution center in Fife. The products you ordered came on a large truck with approx other pieces. None of the other furniture was damaged. For only your pieces to have been damaged the way you showed us in your pictures is highly unlikely. There was no damage to the packaging on any of the products from that entire truck. When the products were loaded out to you, our warehouse staff did not damage them. We have spoken to you on numerous occasions and given you the reason why we are not able to replace or service your furniture. Furniture Factory Direct does not replace furniture that has been damaged by the customer. The decision is final and will not be reversed
Complaint: ***
I am rejecting this response because:Yes, we elected to pick up the table and chair set the first time to avoid delivery chargesCushions were punctured and delivered to Everett store so we picked it up as that would easily fit in a carFast forward to defective table top after one month of use, why do we need to pay for damaged goods to be delivered to us just because we picked up tabletop first time? Don’t see the correlationIn addition to bad tabletop, screws have started popping out of chairs and chairs are falling apartWhat kind of service is this? You are admitting to selling bad product but sticking to your policy ? Lastly, we have made payments on the table and the balance has not gone down much from the original sale of price of We have the contractWe don’t want the tableWe are not trying to keep itIf you want it back, you can have it My problem is you are expecting payment on a horrible defective product that we have had to make payments on already Now you want more payments and a delivery service fee and that price is coming out to almost the equivalent of the original sale price You offer no refunds? No waiving fee of service charge and you sold us a crappy tableYou want me to pay for you to come pick up a table that’s been defective from day one and you are asking for more than the original price all together Also, why do you have inaccurate information on credit reports with regards to balances that your *** *** clerk can’t even explain? The balance on the credit report is $1700-$and this is not the price agreed onDoesn’t seem like you care about customer service or the customer at all as long as you get your moneyStop explaining the same thing over and over and offer some kind of resolution
Sincerely,
*** ***
Complaint: ***I am rejecting this response because: there are several inconsistencies with the information we were given in the store verses what was stated as a response to my complaint. First, we dealt with a salesman named Billy when we purchased our sofa/ottoman set, as well as our queen bedframe. When discussing options on the furniture he informed us of the protection plan available through a partner company, Montage. "Anything at all goes wrong, and this plan will cover it," he said. At the time my wife and I were still expecting and we expressed our concern about spills, stains, ease of cleaning, exedra. Billy assured us that the protection plan was easy to use should we have any need for it but that the product he was selling us was great. In the business' response there is reference of "this sales person," however we dealt with two employees during our interactions. The second was Stephen, whom told us specifically when we were shopping for a new mattress, that our couch was "a piece of junk," and that his parents had bought the same on and had tons of problems with it. He instructed us, after discussions about the lack of response from the furniture company or Montage, that we should just "break the frame." But as we are honest, respectful people we relied on the promises made by the sales associates at Furniture Factory Direct and the agreement within the furniture protection plan to rectify the wrongs
Secondly, the implications that our request for service was outside the one year manufactures warranty, is faulty. Our original purchase was made on 6/24/and thus our call for service on 5/19/was within the warranty. Also the statement, "The first service was scheduled for 6/13/2015, the customer was not home as scheduled, we then called the customer and they reschedule the appointment for 7/1/2015," is an out & out lie. I took the first available date the service technician was available when I called on 5/which was not until 6/13. Then on 6/I found out we would have company in town during that time and I called and asked to reschedule. I was told the technician was going to be out of town for weeks and could not get to us until 7/1/2015. I and my wife resent the implication that we blatantly disregarded a scheduled appointment
Third, my wife was home while the service technician did his "inspection" after which she immediately called me to inform me he had hardly looked at anything she tried to show him. While he did offer a solution for the rotating feet on the ottoman, he brushed off the areas of the sofa and ottoman which she pointed out as defective. The gaping hole where a spring has ripped through the coverings and support underneath the cushion can in NO way be considered wear and tear. The tech paid no attention to the area she showed him was not properly aligned on the left side of the couch under the armrest. He did look at the pin and hook holding the chaise portion of the couch to the other side and found it to be intact, however when the third party tech looked at it most recently, he had to lift up the sofa to wedge the two pieces back together.
I resent the fact that Furniture Factory Direct continues to elude to "customer abuse" both in person and now in writing. Unlike the FFD employees who instructed us to break our furniture to ensure just corrective action be taken, we are honest and respectful people. $1,000+ for a sofa/ottoman set and protection plan may be small potatoes to a company like FFD, but for hard working, blue-collar citizens that is a lot of money to just basically throw away after less than a year of use! I'm horrified at the idea of having to do business with EITHER of these companies again as it has been nothing but information, shady salesmen, jumping through hoops, and all the meanwhile our living room set continues to deteriorate and fall into further disrepair. Just this evening my son was playing and ran over to show me something and smacked his foot on the ottoman feet, which have very sharp corners and have begun shifting again, despite the former "repair."
Additional, no one from FFD or Montage has contacted us as stated at the end of their statement, yet another lie. Disappointing
I hope that FFD and Montage can rectify their unscrupulous business practices which seem intended just to make a buck. And do what is right by us, the customer. I also hope that the Revdex.com is able to inform potential customers of the unsavoriness of these two companies
Sincerely,*** ***
Hi ***,
We do our utmost to repair or replace furniture that is deemed defective within the first year of ownership for all of our customers. We sincerely apologize the furniture you have is not meeting your expectations. This is a sofa that we delivered to over customers with little issues and we are disappointed in the fact you are having this kind of trouble
Looking into your customer history, I see that we replaced the loveseat within the first month of ownership due to wrinkles in the footrest. Also, that within the first year you reported issues with the middle seat of the sofa. Our records indicate we ordered parts to repair the middle seat of the sofa. The parts came from overseas and when they arrived, we picked up the middle seat of the sofa from you, repaired it with parts provided from the manufacturer and returned it to you. This demonstrates our commitment to every customer that we will stand behind the products we sell within the first year of ownership. This is the extent of the service we provide for all of our customers. We apologize that this has not been enough to ensure you are a satisfied customer and at this point, years after you took possession of the products, we will not be able to continue to service or replace your furniture
In previous letter to the Revdex.com, you mentioned that a contracted furniture repair technician sent to you via *** Furniture Services stated our repair job was "a fake" and we "did not replace the defective foam with manufacturer foam."
We respectfully request a copy of this inspection report from the vendor, New Creations, at your earliest convenience for review
Complaint: ***I am rejecting this response because: IT WAS A FURNITURE FACTORY DIRECT ISSUE FROM THE BEGINNING!!!!!! IF THE TECH FROM THE STORE WOULD OF ACTUALLY CARED ABOUT WHAT HE WAS DOING WHEN HE CAME OUT WHEN THE COUCH WAS COVERED UNDER THE FIRST YEAR WARRANTY IT WOULD BE THERE PROBLEM BUT SINCE THEY EMPLOY TECHS WHO DO NOT CARE THAT IS WHY IT HAD TO GO THROUGH MONTAGE AND MY COUCH NEEDS REPLACEMENT FROM THE SAME ISSUE AS WHEN FFD'S TECH CAME OUT MONTHS AGO!!!!!!!!!!! IT IS ALSO FFD'S ISSUE CAUSE THERE EMPLOYEE IS THE ONE WHO LIED TO US ABOUT EVERYTHING. THESE RESPONSES SHOW THAT THE STORE AND THE MANAGERS DO NOT CARE ABOUT THERE CUSTOMERS OR THE PRODUCTS THAT THEY SELL. THE ONLY PERSON FROM THE STORE THAT ACTUALLY TRIED TO HELP AND DO EVERYTHING SHE CAN WAS DIDI WHO WORKS IN THE WAREHOUSE AND DEALS WITH THE WARRANTY COMPANY AS WELL. IT WOULD BE UNDERSTANDABLE AFTER MAYBE 2, 3, YEARS OF HAVING THE FURNITURE THAT SOMETHING LIKE THIS WOULD HAPPEN BUT NOT AFTER 10-MONTHS.
I WILL NEVER DO BUSINESS WITH THEM AGAIN AND WILL TELL EVERYONE I KNOW TO NEVER EVER EVER BUY ANYTHING FROM THEM. Sincerely,*** ***