Factory Direct Furniture

Complaint: [redacted] I am rejecting this response because: I was told by the guys that it would not take but one to two days for my bed rail to be repairedI was told that someone would be contacting me and it would not be that weekend when I get it back, but early that next weekI was fine with thatI did not make a big deal about the time they picked it up on February 19, although when we scheduled pick-up, she said" it will be a little after 1:00, will that be okay?" I received a call from the furniture guys around asking if I still wanted them to come, because they had other stops and it would be really late before they could pick-upI told them okayMy issue isI was told that it would be completed in a couple of daysNo one contacted me like I was told they would, In fact, I contacted them through email and calledIt appeared they had forgotten about my repair, because an employee checked around March and said it still wasn't readyShe said we usually come to Greenwood on Thursdays, is that okI replied No, they had the rail and slacks since February and I have been inconvenienced long enough, I nicely asked them to return it that Tuesday Being that she asked if Thursday was ok....(She did not say anything about a policy.) When I talked with the manager, ***, from the beginning she talked like she didn't have a care in the world for me (the customer)I told her my situationI told her that I've been inconvenienced more than enough and I nicely asked if she could make it happen and get my rail and my bed back to me before ThursdayShe rudely said, "No"I explained that in no way had I anticipated on sleeping on a couch for almost weeks and that it was wearing on my body and backIn a very cold and rude tone, she stated, "Didn't they leave your mattress, cant you sleep on that"In no way was it nicely statedI was shocked that someone would totally disregard for me and my health and talk to me that wayI asked, "Are you a manager?" I thought she said she was, but I definitely didn't think a manager would ever treat a customer that wayThis really saddens me, because even though I had one bad experience with this company concerning this bed, I had anticipated on shopping there againI also have a living room set from them and I have family members who have shopped thereAfter the way, I was treated with this situation, I will never returnIf they forgot about my repair, that's all the had to sayIn regard to March and the ice, The ice was in the forecast for days before March 5th [redacted] new that and that was another reason why I called to have it delivered asapShe new when I talked to her that Monday, March 2, 2015, that they would not be delivering my bed that ThursdayFor a manager to be so cold, that's so sad Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am not sure who the respondent of that last response was, but all they did was minimize the entire situation and made excuses for the rude behavior of their managerThe furniture guys did not say they were leaving the mattress for me to sleep onIn fact they asked if I was going to and if I wanted them to leave it on the floor and I said NOjust leave it standingI was told that it would only take 2-days and I would get it back that next weekI had to call them back to check on it after that entire next week went byHad I not called, I probably would've never received it backI have a credit card account that is for this agency and I will NEVER shop their againApology is not accepted because throughout that response, all I got was excuses and it was not sincereThe issue was no longer the poor quality of the bed, it was how I was treated after I PAID for the repair and their disregard for my sleeping arrangements In the closing of the owner's response, he made it clear, for Revdex.com to decide however they want, that he could care lessThat is fineThey will never get my business and my family's business again Regards, [redacted] ***

In speaking with my partner neither of us recall have talked with the [redacted] regarding this situation I have attached a copy of the manufacturer’s warranty and as you will see standard furniture company warranties are year on all fabric and leather productsAs a retailer we are not the ones who make the final decision on what is or is not covered under the warranty of a product, the warranty is issued by the manufacturerThe extended protection plan that was purchased is marketed by us as accidental damage protection and covers most types of accidental damage such as rips, tears, stains, frame breakage, mechanism failure, etcwith the exception of pet damageWe do not market this as something that covers everything and I have never seen a standard or extended warranty on a piece of furniture, or any other item for that matter, that covers wear and tearIf the customer would like to contact us we can get the serial numbers from the affected pieces and see what, if any, credit the manufacture may be able to extend toward reselecting in a different fabric or possibly even in a top grain leatherDue to the unexpected premature failures of some of the bonded leather materials this manufacturer has in some cases issued varying credits depending on the age of the item Factory Direct would be willing to offer a partial credit of the purchase price even if the manufacturer is unable to give any credit but we should start by seeing what the manufacturer is able to do As is shown by the fact that only one chair has the problem and they have been in the same house under similar use shows that there are many contributing factors causing the premature failure of the bonded leather products that were so popular in the furniture industryThe request for a full refund on chairs, one of which is not showing signs of a problem, that are almost years old is not in line with industry standards but we can and will issue a partial credit with the amount to be determined after sending the manufacturer the needed information

On January 19, 2015, Ms *** contacted us about her bed needing repair. I told her at that time that I would contact the company to see if we could acquire the rails. I called the company and the rails were available at that time for PU. I called her and told her we would repair
them for $or we could order new rails for $50. She then told me she needed to contact her fiancée and get back with me. She did not contact me for another month with her reponse. This was on February In the meantime, the company sold all the rails they had in stock so we opted for repairing the rails for $40. I, then gave her a service order to be picked up and be repaired. We tell all customers that we leave our warehouse at 1:pm, as she was told. I did not tell her we would be there at l:00. I said we would be there some time after 1:00. Yes, they did not get to her house until that evening, I am toldThis is not uncommon for this to happen on a busy day. The day we were to return her rails was March 5. This was a day we were closed due to ice. No deliveries or repairs were done on that day. The next day she called and I explained to her the situation. We would bring her bed to her the next Thursday as this is the day we come to Greenwood. She said she did not have a bed to sleep on. I asked her nicely if she had her mattresses to sleep onShe said it was too cold to sleep on them. She said she was sleeping on the couch. I explained to her our policies of delivery and we would be there on the Thursday with her bed rails. *** ***?

The mattress arrived on 4-11-as the customer was toldHe was scheduled for pick up that dayCustomer never arrived to pick up mattress setHe called on 4-14-and was told it was in available for pickup since 4-11-He picked up the mattress later that after noonHe has the product at the
internet sale price we sold it to him for

Ms *** originally put a deposit on futon mat and frame on 5/8/of twenty dollars a receipt of the payment was givenThe account had another payment made on 6/4/of forty dollars a receipt was given for the paymentBoth these payments were paid using a ***The account had no
other payments madeOn 9/10/the account was cancelled because of non paymentThe amount paid in was turned into a store creditOn 2/20/Ms *** came back into the location and applied the dollar store credit to a bunkie mattress that we did not have in stockThere was a remaining balance on the bunkie mattress of $There was no payment received for the $balance that was owed on the mattressWith out a receipt showing a payment we can not give a credit of the forty five dollars and thirty centsAttached are all copies of every transaction we have of Ms ***Also our store policies regarding nonrefundable deposits longer than ten daysI apologized to Ms *** and expressed the same concerns to her also

Complaint: ***
I am rejecting this response becauseI am still waiting for response from the warranty departmentI contacted Dean who used to work for Factory Direct Furniture and is only assiting the companyThe warranty company *** has no copy of my purchase of extended warranty and is investigating my claimAs for Dean who is semi helpful my complaint is still not sending me emails as he claims to be doing
Sincerely,
*** ***

Dear MsLinda Clopton,The customer called on the week of January and said her rails had broken on her bed. I discussed with her that the year manufacturer' s warranty was complete after year. This bed was purchased on April of 2013. She then asked me if we
would repair them. I told her that I did not know the answer to that but that I would ask the owner and get back with her. On Friday, January 9, I asked the owner if we could repair these as he has been out with a family illnessHe returned to work on Friday and he said we would either repair them if she brought them in or we could contact the company to see if we could purchase the new rails. We would ask her to pay what the new rails cost.We have a year warranty on anything in our store and we do stand behind that warranty. We can not be responsible for wear and tear. Thank you for your consideration in handling this matter. It is our hope to satisfy our customers and stay in good standing with them.Sincerely,*** ***

The customer contacted Factory Direct furniture on 7-3-about the leg being loose on the tableI explained to the customer everything we sell is subject to a defect in workmanship warrantyThe purchase was made 3-16-I tried to go above and beyond to try to helpIf it was just a loose leg
we would have been able to tighten it up in store for the customerIt was past the warranty but we could try to do something for the customerWhen the table was dropped off it had a screw that was not part of the construction protruding from the sideThe table was not touched once we saw the extra screw where someone had tried to tighten the legWe left messages on the phone line that we had for the customerWhen the customer called us back weeks later we explained there was nothing we could doThe customer came back in picked up the tablesomeone called back demanding we replace the tableWe explained again the table was out of warrantyThere was no service that could be done to the table because of table

Hello, I attempted to contact the consumer via phone and email same day as this complaint was received but had no luck. I left a voicemail and sent an email asking to personally call me back to resolve the issue. I even left my direct number in my email but have heard nothing back.I was very...

apologetic as I didn't know we were trying to be contacted. Our Edmontom location is currently closed while moving to a new location so the main number is being answered by an answering service. Not sure why the consumer couldn't get through. Regards, Dean

Hi [redacted], Im not sure if you if received my direct email to you or not but I emailed you directly stating our new Edmonton location has NOT YET opened. We will be opening in the fall.  In the meantime, please call me directly at [redacted] and I'll help you through all this and do everything over the phone. If by chance I do not answer, leave a voicemail or text message with a number to call you back. Thanks,Dean

I spoke with [redacted] from the business and he stated that they did go back out to the consumer's home the next day and also week later. They did deliver the mattress to the consumer in the evening time when they had the mattress.

I appreciate Furniture Direct's response, but I cannot accept or reject its response until I get additional information from them regarding what they/the manufacturer is willing to do with regard to both chairs.  Although, I previously emailed them the serial number, photographs, and my receipt, I will resend.

Hello, our team has contacted the customer and are in the process of resolving this matter with the customer. We will work with our customer to the best of our ability to assure she is looked after.  Thank you kencustomer service.

I am not responding to this matter and I dont need another email..

In speaking with my partner neither of us recall have talked with the [redacted] regarding this situation.  I have attached a copy of the manufacturer’s warranty and as you will see standard furniture company warranties are 1 year on all fabric and leather products. As a retailer we are not the...

ones who make the final decision on what is or is not covered under the warranty of a product, the warranty is issued by the manufacturer. The extended protection plan that was purchased is marketed by us as accidental damage protection and covers most types of accidental damage such as rips, tears, stains, frame breakage, mechanism failure, etc. with the exception of pet damage. We do not market this as something that covers everything and I have never seen a standard or extended warranty on a piece of furniture, or any other item for that matter, that covers normal wear and tear. If the customer would like to contact us we can get the serial numbers from the affected pieces and see what, if any, credit the manufacture may be able to extend toward reselecting in a different fabric or possibly even in a top grain leather. Due to the unexpected premature failures of some of the bonded leather materials this manufacturer has in some cases issued varying credits depending on the age of the item.   Factory Direct would be willing to offer a partial credit of the purchase price even if the manufacturer is unable to give any credit but we should start by seeing what the manufacturer is able to do.  As is shown by the fact that only one chair has the problem and they have been in the same house under similar use shows that there are many contributing factors causing the premature failure of the bonded leather products that were so popular in the furniture industry. The request for a full refund on 2 chairs, one of which is not showing signs of a problem, that are almost 5 years old is not in line with industry standards but we can and will issue a partial credit with the amount to be determined after sending the manufacturer the needed information.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Here is photos of my broke coffee table, as well as dry rotted sofa and broken before frame. Thus furniture should last years, not a few months. Thanks
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was told by the guys that it would not take but one to two days for my bed rail to be repaired. I was told that someone would be contacting me and it would not be that weekend when I get it back, but early that next week. I was fine with that. I did not make a big deal about the time they picked it up on February 19, although when we scheduled pick-up, she said" it will be a little after 1:00, will that be okay?" I received a call from the furniture guys around 6 asking if I still wanted them to come, because they had other stops and it would be really late before they could pick-up.... I told them okay. My issue is..... I was told that it would be completed in a couple of days.... No one contacted me like I was told they would, In fact, I contacted them through email and called.... It appeared they had forgotten about my repair, because an employee checked around March 2 and said it still wasn't ready. She said we usually come to Greenwood on Thursdays, is that ok.... I replied No, they had the rail and slacks since February 19 and I have been inconvenienced long enough, I nicely asked them to return it that Tuesday.  Being that she asked if Thursday was ok....(She did not say anything about a policy.) When I talked with the manager, [redacted], from the beginning she talked like she didn't have a care in the world for me (the customer). I told her my situation. I told her that I've been inconvenienced more than enough and I nicely asked if she could make it happen and get my rail and my bed back to me before Thursday. She rudely said, "No". I explained that in no way had I anticipated on sleeping on a couch for almost 2 weeks and that it was wearing on my body and back..... In a very cold and rude tone, she stated, "Didn't they leave your mattress, cant you sleep on that". In no way was it nicely stated. I was shocked that someone would totally disregard for me and my health and talk to me that way. I asked, "Are you a manager?" I thought she said she was, but I definitely didn't think a manager would ever treat a customer that way. This really saddens me, because even though I had one bad experience with this company concerning this bed, I had anticipated on shopping there again. I also have a living room set from them and I have family members who have shopped there. After the way, I was treated with this situation, I will never return. If they forgot about my repair, that's all the had to say.. In regard to March 5 and the ice, The ice was in the forecast for days before March 5th. [redacted] new that and that was another reason why I called to have it delivered asap. She new when I talked to her that Monday, March 2, 2015, that they would not be delivering my bed that Thursday. For a manager to be so cold, that's so sad.
Regards,[redacted]

Bought sofa from factory direct Edmonton. before sale service was really good. in fact sales persons call at my cell to give me update about my inquiry. Sales person promised 100s of thing and full service for 30 days. Sofa was not delivered on the date promised but that was not the big deal as got it next day.
When opened the packing I found that both pieces were torn. Called FD. FD asked to show pictures. Clicked pictures on [redacted] and went to FD office. Funny they asked to email instead. Anyway emailed the pictures and all I got silent. Called them back after about 5-7 days. Reply was really weird. They said what difference it makes. it is torn from bottom, no body will notice it. FD asked me to tape it. Even after all the logical agreement FD reused to replace it.
Finally FD agreed to send somebody to glue or tape it. Today is already 3 months but nobody show up. Called FD 2-3 times and finally decided to just let it go. Lesson Learned. I will prefer to pay in future to any other store but will never go back to Factory Direct.

As the owner of Factory Direct Furniture I have tried to help in every way possible. We delivered this to her house in Greenville Ms. and since then she has moved to Greenwood Ms . We have no way of knowing if it was set up the right way or not. The merchandise we sold her does come with a one year warranty. When she first called me I could get her a new set of rails from the company but when she called my back at a later date they had been discontinued. The only other thing I could do was repair the rails and we did.. It did take a little longer to get them back to her and I am sorry for that. As for the conversation with [redacted] she was told by our delivery guys that she still had her mattress to sleep on. This is the only complaint with Revdex.com in 20 years I feel like I take care of all our customers and I am sorry that you feel this way.. Decide on this matter one way or the other because Factory Direct will not respond about this matter again..