Customer ReviewsforAmerican Factory Direct Furniture

Bought a 5-yr warranty on a sofa/recliner which is less than 3 years old. Have been filing for service for the broken recliner which is stuck in open position since JUNE!! I have called warranty company many times, promises made but never fulfilled. I recently called ***, mgr, *****, who referred me to their service manager, MJ. I was told that only the warranty company could help me. ****, at that company told me that only ************* could help. That is who we have been calling since JUNE. They DO NOT RETURN PHONE CALLS. Now when I go to the *** Logistics website and tap the menu bar, I get a **** animation graphic!!!I want my sofa fixed!!! I want *** to CALL ME!! They have two phone numbers on file. ******* ********

We are sorry that Ms. ******** has had a bad experience with her warranty claim. As of today, ****** (warranty company) has an in home service tech scheduled for 11/5. We are unsure what ************* are, but ****** does use outside companies to service their clients.

Received broken chair set for a brand new table and chairs set we purchased for our Short term rental and was told it would be ********************************************************************************************************************************************************************** half. At that time my wife called the manager **** and he asked if they had left the headboard he could have it repaired. She told him they took it and he said it would be Monday before he would have information on a new headboard and getting the chairs fixed. On Monday I contacted the headquarters out of ********* and was told it would be October 17 before they could send someone to make the repair I then expressed my concerns due to the house being rented in a few days and asked to speak to a Manager I was put on hold then hung up on so I called the manager myself at that time he said yes it would be the 17th because they only have one tech I then asked for a refund not a store credit that I have to buy furniture for the guests coming in town he then said it wouldnt be a problem and I asked if they could retrieve the broken furniture today and he said not today probably tomorrow. At that time we headed over to another furniture store picked out new table, chairs and king size bed. The next day I then reached out to **** to find out where was the truck to pick up furniture only to find out now they want to charge a 25% restocking fee for the table and chairs and wont pick up until the 8th. Ive reached out to corporate and everyone in between and cant get anywhere. This company is a Nightmare.

We are sorry to hear that Mr. ****** has not been satisfied with his buying experience with American Factory Direct. While we strive to satisfy our customers expectation with our company, sometimes this cannot be accomplished. The headboard was dropped on delivery and our delivery team offered to have service come to the house for repair. Then Mr ******* refused Service to level the chairs for the dining set. Pickup of the dining set and bed is scheduled for October 8th and as a courtesy and act of customer service, we will not charge a restocking fee.

What a journey this has been! This is my 6th loveseat that has came out damaged! Well, dont believe in VIP because the items still come out damaged! Received this return on March 26 with staples coming out of fabric and the side damaged! I get a call from ********* saying they will come out and service it! Service a brand new loveseat! I have been dealing with these people since October! Being patient because they tell you they are going to get it right! I received a phone call from ********* manager ***** and she was very patient and understanding! She advised me that MJ from corporate would make it right! I have not heard from her yet nor manager in ******** where I made the purchase! A horrible experience! Even my sales lady tells me she is out of the loop now with this situation! Horrible experience and horrible communication from corporate and management! I guess *** is always busy!

We are sorry to hear that ************** has not been satisfied with her buying experience with American Factory Direct. While we strive to satisfy our customers expectation with our company, sometimes this cannot be accomplished. ************** was delivered a loveseat with damage consisting of a broken frame that is on the interior of the piece and not visually obvious. When we were notified, we exchanged the loveseat and unfortunately, there was an issue with this one. In both instances it was determined that this was a manufacturer defect and should not have passed their quality control. We have exchanged the loveseat (after the initial delivery) five times and ************** reported issues with each one. MJ (our warranty manager) did call ************** to discuss further service options at which point ************** hung up on her. Any further attempt to please ************** has been rebuffed by her. Per our policies, that are signed at time of purchase, AFD reserves the right to repair up to manufacturer standards. She has also refused that offer even though she signed her bill of sale.

I would not recommend this business to anyone. I purchased a sectional and a queen ********* several weeks ago at the ******************** location. Although, my sales person, *****, was awesome, the website itself is misleading. I received my sectional and called within three business days to return/exchange (as stated on the website) I was told by the store manager it would be 25% restock plus delivery because the exchange was for accessories only. I understand the delivery, but not restock. The paragraph I found online did not state that. It shows "Once delivered, you have 3 business days to request a return. American Factory Direct is prepared to offer a 100% refund, in the form of a store credit on the item minus any delivery or fabric protection plan cost on previously in-stock items excluding mattresses". I wasn't seeking a refund, I only wanted to exchange for something at the same cost which would best fit my needs. I paid an additional $900, I ordered another sectional (same price as the previous one) that would work for me, it was delivered and fits what I was looking for, satisfied with this second sectional but not with paying 25% restock fee and there were clips broken on the cushions and the bottom of the sectional was cut when the box was removed. I informed the store immediately and was contacted by someone to set a date for them to come out and repair the clips and damaged bottom. I then received a phone call stating that the clips are on backorder so, once again, I would have to reschedule, as I have already had to use PTO twice for delivery. I was told Saturday is not an option. I am now awaiting yet another phone call for a new date once the clips are in. Very dissatisfied and will not be returning or purchasing anything here again. I would not recommend going to this furniture store. The only five star I would give is to *********************!

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 misunderstanding of store policy does occur. Printed on the sales order we had you sign and as posted on our website, it is clearly stated that merchandise is not delivered on an approval basis and a 25% restocking fee will be charged if items are returned. It is also stated that upholstered furniture, bedding and rugs may not be returned due to their absorbent nature. We did allow the return of your sectional to help accommodate your needs, but it was necessary to charge the restocking fee to cover processing and handling expenses.

This is the worst company on the planet to do business with. Whatever you do, do not do business with American Factory Direct. They have no concept of customer satisfaction or customer service. If you have problems, and YOU WILL have problems, if you are lucky, you might be able to eventually get 75% of your money back, but it will be an extremely slow and frustrating process. Read the fine print. Once you sign the agreement, no matter how poor the product is, no matter how incompetent the delivery team is, no matter how much you are inconvenienced, your money is gone and you will regret doing business with them for the rest of your life.

Thank you for your feedback. According to our records, we honored your requested refund. Please reach out to us directly should you have an unresolved circumstance.

Purchased the furniture and "Platinum Warranty" based off of assurances and paperwork provided by American Factory Direct employees. The Platinum Warranty is a scam. Every warranty repair claim I have submitted has been for something listed as covered on the receipt and paperwork provided by American Factory Direct. However, upon filing my claims, the repairs are denied and considered "non-covered" repairs. Their claims office sites warranty information that is completely different from what is provided by American Factory Direct to customers. I believe this is a scam.

Dear **************,We researched your request and found that your original service request was interrupted by Hurricane *** and our inability to service. Once we were able, we attempted to reach out through November 4th without success. We are happy to reconnect and look into this for you.Please contact our service department at *********************

From the moment we walked in and were greeted by our salesperson, Gay, we knew we were in the right place. We had been to several furniture stores in Lafayette and they either had nothing or pricing was absurd or, they couldn't deliver until July. American Factory delivered on all levels. Gay worked with us, and was never pushy, listened to what we wanted and then directed us to the perfect piece. We even found another needed piece we were looking for. Delivery was within 2 days and I was texted, emailed, and the called on the day of delivery which was before noon! We love our furniture and will do business with them again.

Thank you for the wonderful compliment. We strive to satisfy every customer and expedite orders efficiently. We are pleased that our process is producing results. Thank you for taking time to share your experience.