Complaints

This profile includes complaints for American Factory Direct Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Factory Direct Furniture

  218 New Camellia Blvd Covington, LA 70433-7830

  
• 

  American Factory Direct Furniture Outlets

  9064 County Farm Rd Long Beach, MS 39560

  
• 

  American Factory Direct Furniture

  5611 Ambassador Caffery Lafayette, LA 70508

• 

  American Factory Direct Furniture Outlets, Inc.

  2760 S Outfitters Dr. Gonzales, LA 70737

  
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  American Factory Direct Furniture

  68490 Highway 59 Mandeville, LA 70471-7738

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a manual recliner on 5/3/2025 for my disabled stepdad, for whom Im a caregiver/stepdaughter/POA. The chair cost $799.99 & the delivery, assembly, and set-up cost $149.99. The chair arrived with a problem I detected during the first fourteen days after delivery. The chair seat isnt appropriately supported on the left front side. In addition, the left front leg doesnt reach the ground, as the other three legs do. I requested the company replace the chair. I was directed to complete an online repair request, which I think was initiated. I was cognizant that the company was addressing the problem as a repair, not an issue with a defective product. The company has informed me that the first available time someone can come and look at the chair is June 19th, twenty-eight days from today. Waiting almost a month for repair or replacement of a two-week-old chair that leans to left, is unacceptable. I would like help in correcting the chair defect within the next fourteen days.

  

  Business Response

  Date: 05/27/2025

  At American Factory Direct we strive to make our customers' buying experience a *************************** one.  ********************** has scheduled this service request for the soonest possible date available.  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  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.
  
  I requested a replacement of the recliner.  The chair arrived defective.  I would like a replacement chair-free of defects.
  
  Regards,
  
  ****** *******
  

  
   

  
  

  

  Business Response

  Date: 05/31/2025

  At American Factory Direct, we will do what is necessary to take care of our costumer's complaints.  As stated in the conditions of the sale, which the customer signed, we retain the right to repair or replace merchandise to manufacturer's standards.  As such, an American Factory Direct service person is scheduled to inspect the merchandise to determine if the merchandise is damaged or defective.  Until this happens, we are not in a position to decide on the course of action that will be taken.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/8/25 made a furniture purchase for new home of nearly $7k. 4/10/25 went back to store to cancel part of the order, was told that the refund would happen within a week. The remaining order was to be delivered 4/19/***** of 4/30/25 no credit of over $4k has been received, and parts of the order has not been delivered.We have spoken with the manager **** multiple times in person and on phone, to no avail and are being dismissed and ignored.

  

  Business Response

  Date: 05/01/2025

  Thank you for reaching out to us and sharing your concern.  We have spoken to management of that store and had them attempt to call but they were unable to reach you at 1:10 today.  Please contact your local store or call that manager back at your earliest convenience so they can ensure your credit is returned to you.  Thank you.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  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.

  
  There was nothing to accept or reject, the action you provided is that they left a message for us, HOWEVER,There is no call from the company, there are no voicemails, and when I just called the store at 315pm I got a recording said they'd TRY to get back to me.  So their response was inaccurate.
  
  Regards,
  
  ****** *******
  
   

  
  

  

  Business Response

  Date: 05/07/2025

  Once again, we apologize for the service our customer received from our store in ***********  The refund is being processed and ***** from our accounting department is in contact with the customer.

  Customer Answer

  Date: 05/07/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is true so far. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 1-23-2025 1 item was special order would take 6 to 8 weeks and now has been 23 weeks and should have in 2 to 3 weeks but not sure.

  

  Business Response

  Date: 04/25/2025

  At American Factory Direct Furniture, we strive to provide a great customer experience. However, we will have member of our management team will reach out to Mr. ****** with an update on his special order.

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  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.
  
  [Provide details of why you are not satisfied with this resolution.]

  They keep saying the same thing from week 8 when they had no idea about anything until week 10 when no it will be next Friday to we dont make the furniture were at the mercy of the mfg to the Load size is so large they cant find a truck big enough? 
  
  Regards,
  
  ***** ******
  
   

  
  

  

  Business Response

  Date: 04/30/2025

  The estimated receiving times we have provided to Mr. ****** have always been based on the responses we received from the vendor each time we called for status.  As was disclosed in the original sales agreement, Mr. ****** was informed we are not responsible for vendor delays which he signed.  The only item we have been waiting for is the California King rails to complete his bed.  California King beds are not stocked by American Factory Direct and therefore is a special order item as defined by the terms and conditions of the sale Mr. ****** signed.

  At this point we can deliver the rest of Mr. ******* bedroom furniture along with a metal bed frame for his mattress.  Then when we get the California King bedrails, the bed could be delivered and set up for him.  We are awaiting a reply from Mr. ****** as he has not returned any calls to the ******** store manager.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  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.
  
  

  I have received 1 text from ***** ******** stating the bed was supposed to be received last Friday and delivery will Scheduled after. I have not received any calls from the store manager or ***** in the last three weeks. I have never received a call from the manager ever. 6 to 8 weeks was what was explained to us and weve had every excuse under the sun since. 
  Why wasnt that handy explanation made from the beginning. 
  These guys are unbelievably poor and apparently ownership isnt much better.

   

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******
  
   

  
  

  

  Business Response

  Date: 05/15/2025

  Mr. ******* furniture was delivered Tuesday, 5/13.  Once again, we at American Factory Direct are sorry that Mr. ****** was not satisfied with his buying experience.  Unfortunately, we have no control over manufacturer's delays and/or what is communicated to us regarding the estimated delivery dates.

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a power reclining couch, loveseat, and 4 door console on 10/07/24 from ****. Was a promotion going on where you pay full price for 2 items get third for 28 dollars. They didn't have loveseat in stock, but **** assured me he talked to manufacture company and would have it in 4 weeks. A week after purchase manufacturing company has discontinuing furniture. How can that be if **** really called and asked how long for loveseat? I called and asked for our money back since the deal was for purchasing all 3 items together. **** would not do that. ******* who also works at store said we could exchange furniture for others of same value which we did.We received the new furniture on 10/24/24. The loveseat had a big gap between back arm cushion and arm rest that was different from the other side. I sat down and reclined loveseat and new there was something major wrong. The delivery crew told us we have up to 3 days to report issues with furniture. We called immediately to customer service but was on hold for 10 minutes. We told them the problem but wouldn't send crew back. Was told they would send tech out.***** the tech came out 2 weeks later, looked at couch and told me he would take bracket off the cushion and lower it to hide the gap. That's not going to fix the underlying issue. I told him the loveseat is obviously bent. ***** turned loveseat on side and said yes, it is and that sometimes happens after continuing use. I than told him it's a brand-new couch. ***** then wanted to put a stack of washers under the foot pegs. What would that do i asked. Thats not fixing the bent frame and its leaning to one side. He then grabbed his tools and said your refusing my help so I'm leaving. There is a 1 year warranty Called customer service and explained the damages and they said they wouldn't replace. Sales manager **** told me its not his problem. I asked for the report from tech/customer service and ******** refused to give me anything or return my future calls.

  

  Business Response

  Date: 11/20/2024

  American Factory Direct has attempted to come to your home directly and perform service in alignment with our polices signed by all guests at time of checkout. Unfortunately, when the service technician is declined by the customer, we lose the ability to perform the service that our technicians,managers, and service team utilize to handle these cases.

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  Where is the report from the Tech that came out to inspect loveseat? They are not sending one because none was admitted. The Tech did NOT want to do proper repairs. Im OK to send a different Tech out to look at damages. This company has their money and now doesn't care. There is a 1 year warranty besides the warranty if there is damage on delivery. Send a Tech out. I'm not refusing repairs, American Factory just doesn't want to do any repairs because they know it won't fix the issue.

  I have added pics of loveseat and the difference, The right side also leans and the mechanics stick/makes clucking sound when reclining.
  Regards,
  
  ***** A ******
  
   

  
  

  

  Business Response

  Date: 11/25/2024

  We are sorry Mr. ****** has experienced issues with our Warranty Department.  The parts needed to make the repairs have been ordered.  Once received, Mr. ****** will be contacted to schedule the next step in making sure this matter is resolved.

  Customer Answer

  Date: 11/25/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I have been contacted by *****(tech) and he is picking up the loveseat to bring in to replace some mechanics underneath loveseat. The issue will be resolved after I receive back loveseat in like new working condition.
  Regards,
  
  ***** A ******

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a sofa in 2022, when the sofa was being delivered we noticed the fabric was pulling away or coming apart. We called to notify them so we can schedule a replacement. They set a gentleman out and he took pictures and said they would be in touch. Over the next several months we have called and got the run around and was told we were not even in the system. Well after a year or so of trying to get this figured out. We find out they mis spelled our name in the system which now we know why we were not showing up! We a lot find out the sofa has been discontinued and cant get ****** fast forward to now.We were also told a refund or store credit was pending **** store manager. Now The store I purchased from shifts all responsibility to the corporate office. Then when I talk to corporate they are trying to use the 3rd party warranty/ protection plan to replace the sofa. It was an issue on delivery not damage by me so they are illegal trying to get this protection company to float there bill! I really dont care who pays the customer needs to be made whole! I have already had to replace this thing because the damage gradually got worse. I would be happy with a refund or store credit. I have been getting lead on for 2 years. I am a RV dealer with several stores. I understand things happen. I will gladly remove this is I am treated correctly, if not my next step is the ***********************. I have tried to reach the owner but the staff is very reflective.Please feel free to give me a call504-941-0623

  

  Business Response

  Date: 11/15/2024

  We are sorry Mr. ******* has had a bad experience with his warranty claim.  Manufacturer defects are dealt with through the vendor.  We are currently working with them on Mr. ******* behalf for a resolution to this issue.

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******
  
    I have spoken with **** the manager today and he informed me that I would get a $250 credit toward a purchase. This is not acceptable when I have spent $2000 on the sofa. Also you say you are taking it up with the vendor, the vendor no longer makes my sofa. I also spoke with ** who herself told me the company was trying to do a claim on the protection/ warranty. The 3rd party protection / warranty should have nothing to do with this because it was damaged or defective on the delivery. Furthermore, I believe we wouldn't be in this position if your company wouldnt have misspelled our name in the system, which has led us to a 2 year long process. I would be happy with an in-store credit or refund.  
  

  

  Business Response

  Date: 11/15/2024

  We have spoken with the vendor to provide a store credit.

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a sectional couch. The next business day I called back to cancel. It would be too big for my living room space since I have a bariatric mobility chair. I did want to see about their couches. Did not see anything I was interested in and requested a refund. They said they would apply a $400 dollar restocking fee for the cancellation of the sectional. I reminded them that the item was still sitting in their showroom floor, that I had never taken possession of it. They said I would have to pay regardless. When I called ********* branch twice to speak to someone over the matter they would listen, take notes and tell me they would call me back. I had no choice but to go back to select another item so I would not lose my money. On May 23, 2024 my loveseat was finally delivered. Right away the delivery guy noticed that one side of the loveseat legs would not s**** in, pointed out the problem, took pictures and said it was easier just to leave the item and have them come out to repair it. I did take a picture of the problem. He reassured me that they would be out right away to fix it. June 12, 2024 I called the local ********** branch and ******* said that she could see on the computer that they were trying to call me as we spoke. A this very moment they were trying to call me so she needed to get off the phone so I could get the call.I still have not received their phone call. They refuse to refund for the full amount due to their restocking policy even though the item had never left their store.

  

  Business Response

  Date: 06/13/2024

  Hi ******************.   Were sorry to hear you had a negative experience with us. We want every customers experience to be the best possible, and we work hard to make sure that happens. 

  The sale for the sectional was sold in good faith by our salesperson and you had been urged to measure the space in your home to make sure it would fit.  It was explained that the sectional was a floor model and the sale could not be cancelled without a restocking fee.  By the time you contacted the store to cancel the sale, it had already been tagged with a sold sign and subsequent opportunities for other customers were lost.  The store manager agreed to waiving the restocking fee if a replacement sale was written to which you agreed.

  Our customer service department has been contacted and it has been noted that a service technician will be contacting you today to repair the leg of your loveseat.

   

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ok, my wife and I purchased two tables, sofa, love seat, and mattress from this business (*********) a little over a year ago. Within that time frame, Ive had to file three warranty related issues with AFD regarding the couch and live seat.First off, the selection and salesperson on the day we purchased the items were great. No complaints there at all. One of the items was not in stock at the time, so there was a bit of a wait, but that was explained at the onset and I was very good with it.First claim was made within three months. One of the love seats cushions completely collapsed. I went online a filed a claim. They responded to me and advised me that a new replacement cushion would be forthcoming.Second claim was made due to workmanship issue. The back of the sofa was loose and I never noticed it, but my wife did. When I checked it, sure enough, loose. Note that we are not rough on furniture and our last set lasted us almost seven years. I filed the claim and no one reached out.After not hearing anything for several months, I refiled the claim about the workmanship. About a week after, I was contacted and they started talking to me about the couch cushion and how there was a supply issue, etc., etc.I told them about the previous second issued and they said theyd have someone come out and inspect the sofa since I couldnt send them pictures due to it being structural and Id have to take the thing apart and risk more damage, but the guy who performs inspections was not in town. They also said they would call me to set up an appointment the following week.Result: three claims; no new cushion after approximately nine months; no call to schedule the inspection. Mattress and tables are doing quite well, though, so theres that.Side note as of this writing: still no new cushion (over a year now) and the inspector never came to inspect the piece and no communication from the company.Update: I have filed a fourth claim with the company now that the love seat is beginning to get wobbly. Again, these items have not been abused and are used as they are intended.Update: A technician came over and fixed the problem temporarily and the technician stated that he would have to come again to make a permanent fix. I understood that, but he never came again.Update, again: Just filed a fifth claim because, you guessed it, the sofa and love seat are coming loose again. Also, almost a year and a half and still no cushion replacement for the first warranty claim filed. This is getting ridiculous.Update, yet again: Just received a call from AFD and they stated that they cannot help me because the furniture is now outside of the one year manufacturer's warranty period, but the new core for sofa's back cushion is available (only after nearly a year an a half). I asked if they are strict adherents to the warranty, then why did they send a technician in December last year. Their reply was that they did it out of courtesy.Everything I have brought to AFD's attention has been and continues to be an ongoing problem. The people that I speak to are very nice and professional, but the problems still persist. I have asked to escalate this to a higher level and was told that the manager is not in the office (shocker), but I will be contact when they are available.I asked if AFD stands by the products they sell and was told that they do. If that is the case, then fix the problem. I will never do business with AFD again and, if asked, will tell others to go somewhere else.Please note that this has been problem that started about two or three months after getting the furniture. At no time have I requested anything from AFD except to fix the problem that appears to persist throughout this ordeal. Very disappointed, but I will stick with one star review due to it being the lowest rating that I can provide and the fact that everyone has been very nice throughout this process, so that deserves something.

  

  Business Response

  Date: 05/28/2024

  At American Factory Direct Furniture, we strive for customer satisfaction.  However, there are times when additional measures need to be taken. This complaint has been acknowledged and a solution is being investigated. 

  Customer Answer

  Date: 06/01/2024

  Better Business Bureau:
  
  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.
  
  Well, I need to update on this ongoing adventure with AFD. I spoke with someone who was able to make a decision and we both agreed to have the items picked up one at a time for repair. Full disclosure, to get to this point I had to call the corporate office (twice), e-mail them through their website, spam their FB and IG accounts with my review, contact them through FB messenger, and make a report with you, the BBB. As scheduled, the sofa was picked up first and I was told it would be a 5-7 business day turnaround, which was agreed upon.
  
  On *** 22nd, I was contacted by the warranty department who told me that the sofa was ready to be dropped off and the love seat picked up. This was scheduled for *** 25th.
  
  On *** 25th, the truck arrives to pick up the love seat, but, and this blew my mind, THERE WAS NO SOFA!!!!! Also, the core to the cushion that is a year and a half in waiting was not delivered. I called the local AFD and was told that the sofa was in the warehouse - wherever that is - and also told to keep the love seat at my house, which is a no brained as I would have no where to sit in my living room.

  On *** 27th, I was contacted by AFD regarding this ongoing matter and requested to speak with the person who I previously spoke to - ************************* - only to find that she was not in the office.

  On *** 28th, I was contacted, yet again, by AFD and an arrangement to have the sofa dropped off and the love seat picked up was made. I again requested to speak with ************************* and was told she was out sick. I asked to leave a voicemail and was sent to her desk line were I asked her to contact me at her convenience. Thus far, no return call from *************************. 

  To place this into perspective, it was ************************* who asked to right this situation and requested the opportunity to fix the problem, but the issue at hand continues and the resolution appears to elude this alleged A+ rated business. I did not think that I could be any more surprised by the folly I have witnessed throughout this ordeal, but AFD has once again exceeded my expectations when it comes to failure. 

  Furthermore, the company line of striving for customer satisfaction and looking into the matter and investigating is, at this point, an empty statement that has little to no perceived sincerity. I get that I am only one person amongst many of your customers and this will in no way affect your bottom line (which appears is the only thing you care about), but there is a point where all of this could have been avoided. You chose not to stand by what you claim is most important. You made this happen and I am the only one that is inconvenienced by it.

  Regards,
  
  ****** ******
  
   

  
  

  

  Business Response

  Date: 06/04/2024

  Dear ***************,
  Thank you for reaching out. Our records indicate that even though the merchandise was out of warranty, American Factory Direct agreed to repair them and purchase a new cushion with no charge to the customer.  Unfortunately, due to a glitch in our delivery software, the sofa was not delivered as promised.  It has now been delivered to the customer and the loveseat was picked up.  It is now repaired and scheduled to be delivered on **** 6th. 

  Should you need anything else, please contact our office directly at ************ to avoid any delay in response.

• Initial Complaint

  Date:04/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From warranty to management to corporate, a horrible experience! Every loveseat that has been brought out has been damaged! This would be exchange number 6! I have been trying to be very patient but this is ridiculous! No one calls and if ******** calls its to send someone out to service the brand new merchandise! I have waited patiently since March 23 for a phone call from *** ( ******** store manager) and ** ( Corporate manager), no call yet! This says a lot about their character and how much they value you as a customer! My complete set still have the tags on it because we cant even enjoy having it in the house! Here are some pics of brand new pieces delivered damaged! Oh and because I refused service, ** said she will not call me not even to hear my story! This says alot about her character and how she values customer satisfaction! As of today **********, I still have a damaged piece of furniture!

  

  Business Response

  Date: 04/05/2024

  Dear ***************,

  Thank you for reaching out to us. We apologize for the inconvenience this has caused. We have attempted service, as scheduled by you, but were refused upon arrival.  The store manager is happy to offer the following additional resolutions; Discount or Reselect. Please contact the store directly upon your decision. 

   

   

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:
  
  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.
  
  I have spoken with the store manager and he is allowing me to reselect! But this company is not telling the truth! When the guy came out he removed staples out of the furniture, so how did I turn him around and I was not home. My husband was there. The guy who came even said the furniture was damaged. Not only were staples sitting on top, its damaged on the side! The God I serve will not let this company thrive over the way they treat customers! Continuous prayers

  
  Regards,
  
  *****************************
  
   

  
  

  

  Business Response

  Date: 04/10/2024

  Dear ***************,

  We stand by the options given. We are happy to give you a discount or reselect. Please contact the store manager with your selection.

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased several items of Furniture from AFD around the end of 2022. We had an issue with our couch a few months into ownership of the piece. I contacted the warranty department to have a repairman come and take a look at it and fix the issue. On the first visit the repairmen stated that the issue was a manufacturer defect and that the store should send a part at no charge and him to come make the fix in a few days. Upon his second visit, the part was delivered, he tried to install it but it was the incorrect part. We scheduled another visit. During this time they switched repairman vendors and said we'd have to start the process all over again, placing us outside of the warranty window now that several weeks have passed with incorrect parts and unsuccessful repair attempts. After agreeing to do another repair process we were informed that the part was placed on indefinite backorder and we would be contacted if the part ever became available. After visiting store locations, being placed in multiple call loops, and getting no where with our warranty coverage i felt it was necessary to bring a complaint to the BBB to hopefully assist with either a replacement, repair or refund. After several massively defensive calls with AFD, I personally feel at a loss for what to do and feel this is my only option to move forward. I've never made a BBB complaint in the past, but felt this was a blatant case of warranty abuse.

  

  Business Response

  Date: 03/14/2024

  I am sorry that our customer has been unhappy with our warranty department.  At American Factory Direct, we strive for customer satisfaction but sometimes circumstances prevent this from happening.  As listed below, after the first service call was not successful, we tried numerous times to contact the client for service visits.  However, since our calls were not returned, we have had to close the service claims more than once.  Because the lack of communication has lasted so long, the product is now discontinued and we can no longer provide service.  ******** was advised that their complaint can be handled through their five year accidental protection plan that will also cover electrical components.  The ************ requires the customer to contact them which has been explained. 
  
  These are the dates we reached out to the customer: 11/28/22, 12/23/2022, 2/16/2023, 2/17/2023, 3/22/2023, closed 3rd service ticket on 3/23/2023. 

• Initial Complaint

  Date:02/02/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 31, 2023, my husband and I purchased a couch and loveseat from America Factory Direct Furniture in Long Beach, MS. We were initially told that we would receive the furniture in two weeks as we were under time constraints. Then we were told that one piece was damaged and had to be reordered. At the time of purchase we were told repeatedly that the console on the loveseat could be removed easily by removing 4 screws, and that the price was the same whether we ordered it with or without the console. Delivery was made in early November. We were told by the delivery personnel that the console was NOT removeable. We called the store and were told that it was removeable. My husband and I turned the loveseat over and there in no way that the console can be removed. My husband then called the store and spoke to the manager and was told again that it was, but he would go look at the floor model. When he returned he agreed that it could not be removed. My husband asked if it could be exchanged for one without the console and he was told that is couldn't, that it was against their policy, and the price was different. The salesman and the manager both misrepresented this furniture. If we had been told in the beginning that it couldn't be removed, we would not have purchased the loveseat with the console. All we want is to have the loveseat exchanged for one without the console and a refund for the price difference. To say that their sales tactics are misleading is an understatement. I have tried to find contact information for their corporate office but have been unable to do so.

  

  Business Response

  Date: 02/02/2024

  We are sorry to hear that you have not been satisfied with your
  buying experience with American Factory Direct.  While we strive to
  satisfy our customers’ expectation with our company, sometimes a
  misunderstanding does occur.  For us to order a loveseat without the
  console would take 6 weeks, possibly a bit longer depending on logistics. The
  customer wanted to get what we had in stock and went with that option. 
  They asked if it would be possible to remove the console?   They were
  told it could, but you have to get separate brackets and rails and it’s
  really not a “simple” task.  Yes, there are bolts that need to be removed
  but that is not all there is too it.
  
  The store manager did speak with the guests
  recently and wasn’t aware they were this dissatisfied. They called so long
  after it had been delivered there just wasn’t anything he could offer such as an
  exchange or service.

  Customer Answer

  Date: 02/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21234105, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Per AFDF reply, they did NOT tell us that separate brackets and rails would be needed and that it was not an easy task to remove the console. We were told that it was easy to do. All that is needed is to remove 4 bolts, remove the console and then reattach the frame with the existing bolts.  
   Also, when the furniture was purchased, the loveseat was apparently in stock but was discovered to be damaged when it was removed from the shipping container. AFDR then had to order the loveseat. The salesman knew that we preferred the loveseat without the console and he could have contacted us at that time to be sure which one we preferred

  . We were also told that he would contact us weekly with any updates. He failed to do so and only replied to our inquiries after we initiated contact.  It did take us a while to look at the possibility of removing the console due to the holidays. Thus, the delay in inquiring into a replacement. AFDF could easily sell the existing loveseat in their clearance store. 
  
  
  
  Regards,
  
  
  ******** ******
  
  
  
   

  
  

  

  Business Response

  Date: 02/20/2024

  We fully understand the frustration you are having with this situation.  We are currently working with both store and company leadership to formulate a solution we feel shows our commitment to customer satisfaction.

  Customer Answer

  Date: 02/20/2024

  [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.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21234105, and find that this resolution is satisfactory to me, as long as the store/company follows through on their intent to come to a resolution of this issue. 
  
  
  
  Regards,
  
  
  ******** ******