Factory Direct Furniture

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 manager. The furniture guys did not say they were leaving the mattress for me to sleep on. In fact they asked if I was going to and if I wanted them to leave it on the floor and I said NO... just leave it standing. I was told that it would only take 2-3 days and I would get it back that next week. I had to call them back  to check on it after that entire next week went by. Had I not called, I probably would've never received it back. I have a credit card account that is for this agency and I will NEVER shop their again. Apology is not accepted because throughout that response, all I got was excuses and it was not sincere. The 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 less. That is fine. They will never get my business and my family's business again.
Regards,
[redacted]

Review: The company told me to bring a coffee table that I purchased in for repair. The leg was a little loose/wobbly but still use able. It takes almost 2 months for them to contact me and inform me the coffee table is ready for pickup. When I got the table the leg is completely broken and there is screws the the leg and table. When u called the manager was very rude and wouldn't give me the name of the repairman. He also said there's not anything he could do for the damages because the table was like that when we dropped it off. He accused me of lying. He was very rude and unprofessional. I would like to get another table or a refund.

Business

Response:

The customer contacted Factory Direct furniture on 7-3-14 about the leg being loose on the table. I explained to the customer everything we sell is subject to a 30 defect in workmanship warranty. The purchase was made 3-16-14. I tried to go above and beyond to try to help. If it was just a loose leg we would have been able to tighten it up in store for the customer. It was past the warranty but we could try to do something for the customer. When the table was dropped off it had a screw that was not part of the construction protruding from the side. The table was not touched once we saw the extra screw where someone had tried to tighten the leg. We left messages on the phone line that we had for the customer. When the customer called us back 2 weeks later we explained there was nothing we could do. The customer came back in picked up the table. someone called back demanding we replace the table. We explained again the table was out of warranty. There was no service that could be done to the table because of table.

Consumer

Response:

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,

Review: I bought a mattress from the company on Feb 15 2014. They delivered the wrong mattress on Feb 16, 2014. I called them to inform them of the mistake and they advise me they would have to order the correct one and would be delivered to me on Friday the 21 of Feb. After waiting at home that evening till 6 pm I called them and was adv it was on the way. I waited another two hours and called back. I was then told by the manager [redacted] that my mattress was not even in. He said it will be delivered by Sunday the 23rd of Feb, So I called today at 12:16 pm Sunday the 23rd of Feb and was told it was in and would be delivered at 3:30. At 5 pm I called back and was told my mattress was there but they were really busy but I would get it delivered today Sunday the 23rd of Feb. It is now after 8:30 and no delivery and they have been closed for awhile. I paid 75.00 to have this delivered, not to mention financed it and have never received the merchandise. I do want the mattress but I feel my delivery fees should be refueementnded back I have given up alot of time waiting on them to deliver and they have not honored their part of the agreement.Desired Settlement: I want a refund of my delivery charges since I have given up countless hours waiting for a delivery and no one being honest with me on when that was going to happen.

Business

Response:

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.

Review: Purchased two beds they told me they was ready for pick up drive all the way down there to find out they only had one bed! Then I was told that it will be here in 1week it has now been 3 weeks and they keep telling me its coming. No apology for the poor service no compensation offered I have three kids and two of them have been sharing a bed! The place need to better organized or SHUTDOWN!Desired Settlement: Give me my money back and let me keep the bed!!!!!!

Business

Response:

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

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.

Review: I order a bunkie bed on 2/20/15 and I still have not received it. In addition I had a store credit that was applied and I paid the remaining balance of 45.40. Now the manager is saying I never paid it. When I notice it was not on my receipt. The lady stated that it I show on the computer. I asked for a complaint number but was denied it.Desired Settlement: I either want my product or my full money back.

Business

Response:

Ms [redacted] originally put a deposit on futon mat and frame on 5/8/14 of twenty dollars a receipt of the payment was given. The account had another payment made on 6/4/14 of forty dollars a receipt was given for the payment. Both these payments were paid using a [redacted]. The account had no other payments made. On 9/10/14 the account was cancelled because of non payment. The amount paid in was turned into a store credit. On 2/20/15 Ms [redacted] came back into the location and applied the 60 dollar store credit to a bunkie mattress that we did not have in stock. There was a remaining balance on the bunkie mattress of $45.30. There was no payment received for the $45.30 balance that was owed on the mattress. With out a receipt showing a payment we can not give a credit of the forty five dollars and thirty cents. Attached are all copies of every transaction we have of Ms [redacted]. Also our store policies regarding nonrefundable deposits longer than ten days. I apologized to Ms [redacted] and expressed the same concerns to her also.

Review: On Sunday August 25, 2013, my family went to Factory Direct to look for and Price mattresses. Upon entering the showroom of the same store, a sales representative showed us a specific mattress and quoted a price of $59.99. I asked if the mattresses were in stock because we wanted three, he advised yes. I told him we would come back the next day to pay for and pick up the mattress. Tuesday, august 27, 2013, I went to the same store and talk with the same sales rep again, went to take a second look at the mattress before purchasing and proceeded to the counter to pay for three of the mattresses. On August 28, 2013, my husband and his co-worker went to pick up what I purchased. My husband called be at approximately noon and advised that the mattresses that they gave him seemed kind of thick . I said no that mattresses I purchased were pretty thick. He said well they look like they are made of the same material. I verified with the store manager what I purchased. She advised that the mattresses the sales rep showed was actually $100.00 dollars and they would be out of $100.00 if they gave of those mattresses. I told her I threw away our mattresses at home contingent on their word and my children needed something to sleep on. She said she understood and said she would give my husband the mattresses that I purchased. When I got home later that evening I looked at the mattresses and realized they looked really thin but wasn't sure because it was made out of the same material as the thicker version. I got up early on August 29, 2013 and went to the store and measured the mattress and it was in fact not what they gave my husband and not what I agreed to purchase at time of purchase. The sales rep said he apologized for quoting us the wrong price. They refused to deliver what they promised per our contract, offered and apology and refused to give me my mattresses. The mattresses they gave us what we already had and now I am without my old mattresses, time and energy because of their bait and switch. I never saw the mattresses they gave to my husband and never agreed to purchase them. Please advise and thank you for your consideration.Desired Settlement: I want the mattresses I was shown and paid for.

Business

Response:

Factory Direct Furniture & Mattress mission is to always provide the highest quality customer service. We strive to meet our customer's needs. Unfortunately, our efforts to resolve the issue with [redacted] were rejected by the customer. We offered to give a full refund once the mattress was returned in the condition it was received. However, the customer refused and requested that we give her a mattress that was priced higher than what she paid for. The customer paid for and received the $59.00 mattress she looked at on the showroom floor. After the customer received the mattress home she decided she wanted to swap the mattress for a more expensive one but wanted it for the same $59.00. We apologize for the inconvenience this may have caused and will give the customer a full refund of her money upon the return of the mattress she has in her possession. We look forward to resolve this issue.