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

  68490 Highway 59 Mandeville, LA 70471-7738

  
• 

  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

  210 New Camelia Blvd Covington, LA 70433

  

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: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.

  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,
  
  
  ******** ******
  
  
  
   

  
  anged 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.

  

  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,
  
  
  ******** ******

• Initial Complaint

  Date:01/25/2024

  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 went to purchase furniture on Saturday, January 13, ****. I had charged it on my credit card knowing I could cancel with no charges within 3 days. I sent a message to the salesman. He got me to return and get a loan with special financing. I did this on January 15. I got the loan with the intention that my credit card would be refunded and charged $500 only due to the loan. I agreed. I have contacted the salesman and he has yet to let me know about the transaction being refunded to my card, and I havent heard from the loan company. I have no idea what is happening. I was told that on January 23, **** I would get a call about delivery. I havent heard anything about that either. I messaged the company and was given a message that I would hear from someone within an hour. Hours later and I have not heard anything. I am at the point where I dont want the furniture. I want my refund to my card, and the loan papers cancelled as well.

  

  Business Response

  Date: 01/25/2024

  It is against our company policy to cancel a transaction and then apply for financing later.  ************ contacted her sales consultant after her credit card was charged when she realized how high the APR would be.  The store manager made an exception in her case and allowed her to apply for financing.  After the financing was approved by the loan company he forwarded the necessary paperwork to our accounting department in order to issue a credit to her charge card.  All of these steps take some time to process.  Also, ************ left a message for her sales consultant requesting delivery information on 1/23, his day off.  When he returned to work, he contacted our purchasing department to obtain an ETA on the backordered items.  ************ has requested all items be delivered at the same time and was informed on 1/25 of when the sale would be fulfilled and she would then be contacted to schedule delivery.
  As the sale was entered on 1/15/24, there has only been about 8 working days to accomplish everything needed to fulfil this customers requests.  We are currently trying to refund her credit card, but have not been successful as her credit card company keeps declining the transaction.  ************ has been contacted and informed of the situation.  We have requested she contact her credit card company to help resolve this matter. 

• Initial Complaint

  Date:01/22/2024

  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 furniture from AFD and it broke the first time we sat on it. We asked for a refund they refused to give us a refund and said we could reselect new furniture. We selected new furniture, and it broke the first night we sat on it. the Repair guy came to look at it and instead of thoroughly looking at the furniture he put screws in the back to hold it on. The frame of the whole couch was bent and cracked and proceeded over the next several months to continue to break and the springs came apart. We paid for a five-year warranty which they did not tell us that if we moved out of the area, we would not get our money back or be able to select new furniture somewhere else. They are refusing to give us a refund and are trying to tell us we have to come there to get new furniture. After buying two different couches and both breaking, I do not want any more of their furniture but also, we moved over **** miles away and it would cost us more to fly down pick out new furniture rent a uhaul to bring it back than it is worth. We have tried to talk to managers, and no one will call us back. We just want this company to give us a full refund for the awful furniture we received and, in the future, to provide customers a refund when they sell them broken furniture. en they should supply the consumer their money back.

  

  Business Response

  Date: 01/23/2024

  We apologize that you are disappointed in the policy and outcome of your particular situation.  We strive for outstanding service and hate to hear something has complicated that.  We have very tight parameters we can operate within when these credits are issued from the 5-year warranty company.  We have to maintain and operate within what they lay out for us and remain as consistent as possible.  Our store manager has given us record of communications with you about being as flexible as he can be in shipping it to a separate address, and also allowing the credit to be on an extended time frame to try to make it more convenient.  

  Again, we truly hate to hear you are dissatisfied with this process, but we are locked into what we can and cannot do on this matter.

• Initial Complaint

  Date:11/02/2023

  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.

  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.
  
  A response that simply provides an apology for the delay in responding is not acceptable. Im not surprised though. This is truly the worst customer experience I have ever had in my entire life. I have never been more frustrated with an organization as I am with American Factory Direct.  The company has totally failed to deliver an undamaged product twice and offered no efforts to solve the root cause of the problem which seems to be untrained, careless, and incompetent handling of the merchandise by delivery personnel. In addition, the product delivered seems to have been stored and transported improperly and finally appears to me that it may have even been previously used.  I will not allow anything else from this company to be delivered to my home.  I want this product delivered to be picked up and the transaction cancelled, however, customer satisfaction and customer service is nonexistent with this organization. I am so disgusted by this whole situation that I have simply given up on receiving 100% refund and I have decided to pay this rediculous 25% Re-stocking fee just to get the matter resolved. I will end up paying over $600 for nothing but several months of inconvenience and aggravation. I believe we have a tentative agreement whereby I will receive a cash refund of 75% but it is dragging on and on. I am literally begging this manager to simply schedule the pickup of this mattress and process the return. I attempted to refuse this product at the time of delivery but the company would not allow me to do so.  It has been in my home unused and untouched since 9/27/23. Communication and coordination is extremely slow. The manager seems to want to drag this out for days and day and weeks and weeks and thus far refuses to answer as to when this mattress will be picked up.  I have never been more frustrated in my life. AFD, please just take your 25% fee, and come and retrieve your mattress.  This mattress should have never been left at my home in the first place. Enough is enough. 

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

  
  lthough they acknowledged the damage, the delivery team refused to take the mattress back with them. I notified the store within a few minutes of the second delivery about the issue. The second mattress was damaged on the end and has inner foam separating as did the first mattress. In addition, the second mattress has the entire top layer of foam shifted a couple of inches to one side, and also this mattress appears to have been previously used in my opinion. The company has refused to pick up the damaged mattress and it is still in my home. The company stands by their policy, however, does offer to allow a return minus a 25% re-stocking fee. I find this unacceptable. If the transaction was cancelled, I do not believe a 25% re-stocking fee would be legal or appropriate. Is it acceptable for them to even charge a re-stocking fee on mattresses as they should not be re-packaged and re-sold in the first place. Can you assist me with this issue. Thanks ******************************* ************

  

  Business Response

  Date: 11/22/2023

  Thank you for contacting us.  We apologize for the delay in our response. Our team is reviewing your complaint and will reach out to you.

  

  Business Response

  Date: 12/08/2023

  Dear ************************:

  We are happy to confirm that the following resolution has been reached. We have a pickup scheduled for December 8th, and your refund is being sent to our accounting department for processing.  

  We appreciate your business and your patience in allowing us to provide the above resolution.

   

• Initial Complaint

  Date:10/02/2023

  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.

  on aug 8 we purchased an adjustable bed from American Factory Direct in ******** ** on aug 15 called to cancel order. asked for refund.was told we would be charged a 25% restocking fee.sales lady said they had one in stock,bed was never delivered. We agreed to the refund minus the restocking / cancellation fee. Have not received the refund as of today Oct 2

  

  Business Response

  Date: 10/05/2023

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

  We apologize for this inconvenience.  Your refund has been escalated and is bring processed. We appreciate you and thank you for your business. 

• Initial Complaint

  Date:08/17/2023

  Type:Product 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 new house. Bought over ****** worth of furniture. When delivered my couch had two knive slits in it. Kitchen table and chairs have scratches all in it. One chair has broken medal off of back. Coffee table has blue paint on top. I contacted the company informed them of the issues and wanted everything fixed. The lady was very rude informed me that they will file a claim on couch ( because I paid $800 for insurance on it) but was making excuses for table and chairs. Claims since I moved furniture they will not repair. I tried speaking with a manager and informed me the same Information. When I received this merchandise everything but the couch was still in boxes and was damaged when we opened the box. If this is not resolved I will file a court date. I feel they are making excuses not to repair furniture and have done this to several people. Its been three weeks since delivery of furniture and still have not heard from anyone concerning couch or entire furniture.

  

  Business Response

  Date: 08/18/2023

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

  Thank you for reaching out with your concern.  We apologize for this inconvenience.  We typically do not warranty furniture that has been moved from the delivery address, however, because your items remained in the cartons, our warranty department will be reaching out to assist.  Thank you, again, for shopping with us and allowing us the opportunity to resolve.

• Initial Complaint

  Date:06/19/2023

  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.

  American Factory Direct is not a professional business. I purchased a sofa and love seat from them in April. I gave the sales lady my exact dimensions that I needed to fit in my living room. We wrote up the paperwork for financing and I signed based on the fact that I trusted her to sell me the correct size sectional, based off of the dimensions I gave her. They delivered my furniture (a month overdue) and the sectional was too large for my living room. I went directly to the store and confronted the sales lady. She said they dont sell furniture based off of dimensions but by the name only and couldnt find any documentation about my requests except that I signed the paperwork for 2 sofas instead of a sofa/loveseat combination. I told her I gave her the dimensions and trusted her to sell me the correct size and its absurd that they dont sell based off of measurements but by the name of the item. They agreed to let me exchange 1 sofa for a love seat but did not issue me a refund for the price difference. I have ordered 13k in furniture from this company and EVERY single time there is an issue. I purchased a recliner chair back in 2022 and didnt like how it fit in my living room and they would not allow me to exchange it. I specifically asked the sales lady if I could return it and she said yes, they have a return policy. They also delivered a broken bed and promised to fix it over 3 times with (2 managers) and it is still broken in my house.

  

  Business Response

  Date: 06/19/2023

  Dear ******************,
  Thank you for contacting us.  We apologize for this inconvenience and are happy to offer the following resolutions:
  In lieu of a restocking fee, we will issue a store credit of $544.32.
  We are escalating your service ticket to have your bed repaired immediately.
  Please expect our service team to reach out to you this week.  Thank you again for your business and the opportunity to resolve your concerns.

• Initial Complaint

  Date:06/12/2023

  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.

  On April 2nd I purchased, what would appear to be the last Bien AME ******* on hand as a cash close out purchase. Two weeks later I was informed it was indeed already purchased. I had already paid cash for the buffet and told they would order a new buffet and matting chairs to be delivered in 6-8 weeks The *************** arrived 6/9/23 with damages. Buffet doors uneven & didnt close. Chairs cracked and legs broken. I called to speak to my sales associate. She was off and the answering associate transferred me to delivery. My first complaint here is that the associate didnt bother to listen to understand my issue but immediately sent me to someone else. At this point ** still calm and am seeking to get this matter resolved amicably. I proceeded to explain my situation to the second associate and she stated she would enter a repair claim ticket, this is when I began to show my displeasure. I said no maam, I have spent thousands of dollars with your company and each item I purchased rather special order or from the store were purchased as brand new items. I did not purchase ordered-to-be-repaired furniture. I didnt ask for a refund, but what I expect is to receive what I purchased. She said I will make a note of your comments. After speaking to two associates I received a phone call from the store manager telling me that since I signed for the special order my only option was to have the furniture repaired. My issue with all these associates and even management of American Factory Direct is that not one tried to seek to understand the situation. None of these representatives of this company sought to make it right for the customer. Relationship is everything in business and is the driving force behind returning clients. Again, Im not asking for anything more than what I paid for, I purchased brand new furniture and expect nothing less. After such a poor customer service experience I will not be returning for any future purchases.

  

  Business Response

  Date: 06/13/2023

  Dear ****************,
  Thank you for reaching out to us. We apologize for this inconvenience and can offer you the following resolutions:
  1. Service technician will straighten and level cabinet door
  2. Chairs will be assessed and serviced as needed
  Should we not be able to complete the above requests, we will then assess if the item(s) need replacement.
  We appreciate your business.