American Factory Direct Furniture
reviews and complaints

They are collecting money on furniture they cant supply. All i want is my furnuture I bought 5 months ago. This is theft and the comeaux's dont care and wont take the furniture they cant get off the floor. They just keep taking customers money and not suppling the goods. My name is Tom *** you have my contact.

My experience with this company has been frustrating to say the least. Incompetent & lazy employees that could care less about customer satisfaction. I don't feel the need to share the details but want to express my dissatisfaction and warning to the public. It has been months in dealing with damaged furniture and I still have no replacement and no repair. Do not give your hard earned money to this company. Absolutely the worst buying experience that I have ever had. Giving them 1 star is too generous.

I bought a loveseat from American factory direct back in November, they said it could take up to six months to get it, to my surprise it was delivered feb.3rd 22 well it power reclines something was wrong from ver beginning the chairs weren't reclining right, the delivery people didnt even sat in them to try them out, well I called warranty dept.they haven't been fixed yet! Still waiting on part suppose to have been 6 to 8 weeks still waiting with broke love seat need answers! And they tell us just go ahead and sit in a broken chair

This really has been one of the worst experiences that I have had purchasing furniture. I just lost everything to ***. Paid a large sum of money, cash, for in stock furniture. Ive been lied to multiple times. My sales person refused to call me back about when my furniture would be delivered. The manager was rude to me and tried to short me close to *** when I requested a refund on missing items. The furniture that was delivered was damaged. Its just exhausting. And I could have handled the furniture issues if the staff were not incredibly rude to me. There also does not seem to be a clear way to complain & report these issues. Im really disappointed.

This is my first and last time dealing with this company. I purchased a mattress and box spring, which was available and in stock at the warehouse. Instead of paying for delivery, I decided that I would save the cost and pick it up at the *** location. Christmas came, and I was gifted with a mattress and bedroom set from family. I immediately called and informed them I would like to cancel and receive a full refund. I am told 25% has to be kept for an item that was never picked up, removed from the warehouse, and was NOT a special order. I should not be penalized for something that has NEVER been moved or caused any type of labor or installation. I will inform my clients to avoid dealing with AFD because they are inconsiderate and are not informative. I was not aware of this until I called the store. This is misleading and stealing, by keeping 25% of someone's purchase that caused no type of inconvenience to them.

I will never buy anything from this store again. My sales person *** contacted me a week in advance to to let me know that my furniture had arrived to the store. *** then told me to call the store and schedule my day of delivery. I did. Called the store today to check upon the time for delivery (today) and they didnt even have me on the books! Glad I followed up! My salesperson obviously didnt see a need to! After a lengthy conversation with the store manager Im told that I will NOT get my furniture today and that there was nothing they could do. Really? As a paying customer they should find a way to get me my furniture that was promised for delivery today. Also, proper communication is essential amongst sales persons and managers. This company advertises and emphasizes customer service as being their highest priority. This did not take place today or throughout the whole buying process. Very poor customer service!

Terrible customer service, misleading information, no follow up, empty promises... Placed a furniture order in Dec 2020 knowing it would be 4 months or better for the order. Spoke to someone in July who told us our furniture was in and requested the remainder of our payment to schedule delivery. Scheduled delivery for 8/4 so we removed and disposed of all furniture. On 8/4 we were told our sofas were not in and would not be until September, in september we were told October. AFD delivered a partial order with damaged goods, missing lamps, sofas and pillows. Every time we call we get a different answer. In late Aug we visited the store and were told if we cancelled the order by 9/24 we could get a refund. We purchased replacement furniture and called on 9/6 for a refund only to be denied. We have since been told that our sofas were in production and would be there in 2 weeks, and more recently told 4 weeks. Today we called and heard the staff say "oh god it's *** L again". It looks like we are going to have to escalate this in order to get a refund. Do yourself a favor and shop elsewhere.

This by far has been the worst experience. I have no complaints about the sectional because my wife and I love the quality. This company gets an "F" due their lack of being able to resolve a customer's issue (trust me this is a simple issue that can be easily resolved). I have called two weeks straight because they messed up my delivery by providing me with two left sides of a sectional, which means that I have a open side without a recliner on the right. No one has reached out to me nor has given an ETA on when my right side of my sectional will be available. I stay near the distribution center and am willing to go there to do the exchange but of course no one knows anything about the piece being in stock or if its on back-order. I will never make another purchase with this company due to their poor follow up and lack of ability to resolve a simple issue. I'm a multi unit director that covers two states; I know the importance of follow up when it comes to admitting to your mistakes and resolving a customer's problem. Train your people on how to resolve issues so that you won't lose future business.

We purchased a beautiful very expensive living room set from American Factory Furniture in ***, *** a few months back. We also purchased the backup warranty just in case. Upon the day of arrival we noticed several holes in the material on couch and loveseat. On the day of delivery, we called the store to report problems and was referred to the warranty department. We were asked to take pics of the areas and email, though I wondered why the warranty was necessary as it was delivered with the flaws. After some time the store contacted us with the news that warranty would not cover the furniture because it was the stores responsibility. We revisited the store after being told that we would have to exchange the furniture because its could not be repaired. Since then we have made several visits to try to find a set that would work in our home. There is no set available that comes even close to the one we purchased. We would have been happy for them to fix the one we have or return our money in full. Ive never purchased from any store that refused a refund for a defected item on day of delivery. Its been more that frustrating and embarrassing to have guest sitting on defected furniture that we paid handsomely for. Is it too much to ask that a business provide what you paid for. We have tried to reason with the store employees.

We began this saga in September '21 and it has nothing to do with Covid. Yes, we understand shipping delays because of it but that is not our issue. It is that we have dealt with 3 purchases and and 3 faulty deliveries whether they be wrong items or damaged. It is now nearly March and to top it off, they over charged us for a mattress, sent us 1/2 of the wrong mattress (another story) and still owe us $400+ dollars for that which they say we can use as a credit b/c they won't "refund" even though it was their error. And our 3rd attempt at purchasing a dining set has now resulted in yet another more expensive set delivered damaged AND unfinished. The bench seat for table is not even connected on one side (no screws) and one of the large end chairs is unfinished on one side (loose staples and no nail studs on the piping edge where there should be) and one chair is severely warped (wobbles 3/4 inch off on one leg). The first set arrived with a pick axe size hole in the middle of it and 3 of the chairs had nails poking through the seat which tore a set of pants on one unsuspecting person (how we found out about the nails). For the price and brands they sell, these are simply unacceptable circumstances and lack of quality control not to mention poor customer communication and poor management practices. On multiple occasions, one or the other member of management and/or sales had no clue of what was going on with our purchases, repairs, replacements etc.. Very dissapointed in this business and their lack of quality, care, and customer accommodation.

3 minutes ago-Edit Do not buy from these people if you expect any type of warranty or customer service! I cannot believe I'm living this nightmare and not one phone call from anybody from this place. I bought a $4,500 sectional sofa with full warranty. In 8 months I noticed the down feathers were already coming out and poking everyone sitting on it. Now I know down fill does that over time...after 10 years maybe if its high quality not 8 months! But that wasn't the issue, the issue was the noise the couch made when you sat on it. The wooden frame inside was like an old door opening... squeaking. There were also noticeable fabrication flaws too. This is not FDF's fault it's the manufacturer. Great! so lets get the warranty machine going. That took 45 days for someone to come out by the way no one called me back to discuss, a guy called and said lets schedule an appointment after 45 days of leaving messages with AFD (American Factory Direct) warranty. After that gentlemen leaves fast forward another 65 days of no phone calls countless voice mails I left to get status...nothing! crickets! I finally get someone usually the lady who answers the front line is very sweet. But that's not her job. There is no leadership at this place and they bury these "warranty" events and hope you just go away. Here is the best part lol! They finally come and get my couch they leave my cushions to sit on the floor. I asked them prior to pick up, do you guys leave a sofa in the interim during repair? No we don't do that they replied. Okay how long will it take to turn around I asked? They picked up on a Tuesday and said by Friday I'll get it back. It's now next Tuesday... I don't have another sitting apparatus for me and my three kids not FDF's fault but if I would have known my couch is now in warranty abyss I could have planned. I just spoke to them and no mgmt will hear my plight (no leadership/don't care) no idea when I'm getting my couch back, no customer service at all, poor product, $4,500 out of pocket...priceless! Run people go to Doer Furniture or across the Lake! That's my sitting situation 8 days and counting...

I purchased a bedroom suit from American Factory direct . I told them not to deliver until i had everything . three weeks later they called saying they wanted to deliver my furniture . i made arrangements and they only brought a bed no night stands no dresser . i called them and asked them why they would only deliver one piece because i have to make arrangements to have someone there because i work they claimed they didn't know . then i get a text from my sales person saying my dresser ETA is Sept. 24 she would let me know . i called because its October and i have been living out of boxes wanting to know when i was going to get my dresser and night stands they tell me dresser is not there night stands are and now the dresser won't be there till November . I now want my money back because i will have waited for months . now they tell me it will be 14 - 21 days before i can get my money back !

Purchased sofa in October - told it would take 1 or 2 months to manufacture and deliver. Currently June and told again the sofa is not manufactured and is delayed until at least July - the same one month delay we have been given for over 6 months. We have been denied store credit and told we can not cancel our order. We placed 1/2 of the payment down, over $2,000. The delay is extraordinary and unreasonable. We have zero confidence in the manufacturing of the item we purchased at this point and have requested store credit or a refund multiple times and been denied both. Communication from the store has been abysmal. Today, on June 4 - I called the Covington store (no answer) and reached the operator at the main store 4 times - she was unable to transfer me to to anyone that could help (or even answer) and eventually she stopped answering too. Attempted to resolve this matter through the store, failed, and need reimbursement, interest, and resolution.

Me and my wife picked out furniture in the beginning of July , and the furniture had an eight week delivery, which we were fine with. i put down a $500 cash deposit on the furniture. When the eight weeks came the salesman texted us that the furniture had been pushed back another couple of weeks. We were ok with this but this continued to happen every week until January 2022. So i went to the store on a Saturday and requested a refund because we bought furniture from another store that was in stock, we were told it would take around 5 business days to get our money back, after 2 weeks i called to ask about our refund and that the only thing they could do is send an email to there main office. I waited another week and contacted them again and told them that it has been 3 plus weeks since i canceled the furniture and that i wanted my refund. the only response i got was the same as last time i called only thing they could do is send an email to there main office.

In June, we purchased over $8,000 in furniture from Sue in sales at American Factory Direct in Long Beach. We were given a delivery date for all furniture no later than early August when we chose the pieces we wanted. Immediately after making payment in full that same day, we were told that delivery might run into late August. That has changed to October. In August, I took time off from work to stay home on delivery date for 2 pieces, After delivery no-show, I called Karen in Long Beach, who informed me the furniture never made it on the truck. A few days ago, I was contacted again by AFD to tell more pieces were ready for delivery, and we set delivery for today. I canceled my day's business to stay home and await my delivery, which never made it on the truck per Angela in the warehouse, who LIED and said there was an issue with my payment, which was a cash purchase, paid in full. Like the Comeaux family, I too, am a Christian. I know how true Christians treat people, and this isn't it

Purchased a bed in early April 2022. A few weeks after purchasing the bed, a wood piece connecting the frame of the bed fell off. The nails are 18 gauge- very small, thin nails. I managed to get it tacked back down. A few days later, my daughter (petite build) was sleeping in the bed and it partially collapsed. Another, different wood piece connecting the frame of the bed came off causing a partial collapse of the bed. I reached out to my sales person from the store and he was nice and reported this to the store manager who filed a claim. I was told by the sales associate that someone would get back with me in 2-3 days to help resolve the problem. No one has gotten back with me. I have called the main store in Covington, La and left messages with the Claims Department for someone to call me back. I have received no response. Of note this bed was made in Mexico and not in the USA. The nails used to tack down the frame of the bed are so thin, small and cannot support the frame of the bed or a person on the bed. I have a bed that is collapsed and not able to support a person on the bed.

We purchased a bedroom set in November. We paid TWO delivery fees. Part of the furniture came in December/January the rest came in February. When putting the bed together the delivery men put the screws in at an angle instead of straight. The screws cracked the wood of the bed. The entire bed has loose screws and makes noise. It will never last. Ive called several times. Our salesperson *** is never available to come to the phone. Ive made three attempts online to request someone call me. Ive filed a warrant claim. The technician came to my home and pointed out the terrible workmanship the delivery people used in putting the bed together and he said this bed will never last. He took several pictures and wrote a report. He said we would hear something in *** hours. That was 9 days ago! The only time I hear anything is when I call. I called on Tuesday and was told they would replace the bed by Saturday. They called today to schedule replacement of the HEADBOARD! I had to send them my pictures AGAIN. And now they are talking to a supervisor to see whats next. All of this for a $5,000 bedroom set that THEIR DELIVERY MEN DESTROYED.

On October 14, in went into American Factory Direct at it Long Beach in Mississippi. Sale representative Anne *** assisted me. I picked out what i wanted and told them I would be back to do the financing. Mrs. asked me to put down $500 to hold the furniture, and assured me that the check would not be cashed but just to secure the furniture.When I checked my account it should the check had indeed been cashed. I received several emails from Derrick the store manage, stating that he needed to take a piece of the sectional that I was to purchase and give it to another customer. Then I received another email from Derrick stating that he could not hold the furniture because his boss was on his head and asked if I wanted a refund. I said yes that would be fine. I never heard from Derreck again. I left messages after message for him to call me because I needed my money. I have called the Covington, LA location and was given the run around, Nobody can tell me why they want give me my money. I tried calling Anne is will not return my phone calls either. This was all before Hurricane Zeta. This is ridiculous, these people have no morals nor ethics, and shouldn't be allowed to continue to scam people out of there money. I have been calling all location and still no one can tell me Anything or where Derrick is. I want a refund or explain to the judge why they refuse to refund me. This is so crazy and unprofessional.

On May 30, I went in to AFD in ***, spoke with a sales rep named *** and ultimately purchased almost $20,000 in furniture over several trips to the store. This included a bed, dresser, nigh stands, lamps, a mirror, outdoor furniture etc. and the reason for me contacting the Complaintsboard.com, a mattress for $4970.02. First let me state that I realize there are shipping issues in the country today, so I feel I have been extremely patient in regards to receiving my furniture. What is frustrating is the lack of communication and missed promise dates as noted in the attached timeline. As of this date, I still have not received the correct bed, which was delivered incorrectly over 5 months ago. On to the mattress...In May, as noted on the attached timeline and invoice, I ordered a Lux Breeze King *** mattress for $4970.02. The mattress originally came in correctly but as per the store/ manufacturer policy, I was able to make a change to the mattress if not satisfied, only after sleeping on the mattress for the required amount of time. I did this and made the request to change the mattress to a medium grade of the same mattress. This was acknowledged by *** and after some weeks, a mattress was delivered and set up. It was at this time that I discovered it to was a firm, so after more discussion with *** the store swapped it again for a medium. It was only after trying to sleep on the mattress and finding it extremely uncomfortable that I became aware that what I had been delivered was a totally different model of mattress and had a value of $2000 less than my original purchase model. AFTER, the mattress was delivered and in place , I was notified by *** that the model Lux Breeze that I originally purchased as not available in medium, only firm and soft. Had I been made aware of this BEFORE the delivery of the lower model mattress, I would have selected the soft Lux Breeze model. PLEASE SEE CONTIUATION ON ATTACHEMENT E

I purchase furniture 7/23. Due to COVID issues regarding shipment, deliveries came in intervals which was completely understandable. However, due to the long wait and some furniture arriving damaged, I made a few modifications to my order which resulted in a partial refund for furniture that I did not receive as well as two lamps I returned. There was some confusion when calculating my refund and that is when the major issues began. I made several calls regarding my refund often having to leave messages for a return call to the person handling the refund: no return calls ever. After several weeks I went into the store personally and met with a corporate representative who just happened to be in the store at that time. She calculated the refund and I left the store. I was told that it would probably about 10 days as the refund was issued through the corporate office. However, after I got home and started looking at the proposed refund, I noticed that I had been shorted around $130 for the lamps I returned that day. I call the store and spoke with a store personnel and advise what I had discovered. Again, I was told that the person who calculated the refunds would look at this and return my call. This didn't happen and I made another trip in person to the store. Two store personnel calculated and eventually found the $138 owed to me, but indicated that it would have to be sent to corporate for finalization; this never happened. In fact, I contacted corporate and was advised that the paper work for refunds would need to come from the store and none had been received. I called the store again and they finally forward the initial calculated refund still leaving $138 owed to me. After another trip to the store, regard the money still owed, leaving numerous messages and sending a letter directly to cooperate, no one has yet to respond and calls are futile as they are never returned. Therefore, I am hoping the Complaintsboard.com can assist me in resolving this

We ordered 9 pieces of furniture & every single piece was damaged upon delivery. Order #***. Delivery date: 9/28. The delivery men notated all of the damages in their report, and said that the company would take care of it. They havent rectified it & are ignoring us. Ive left message after message and have never received a call back. After weeks of calling, I finally got ahold of ***. She scheduled *** to come to my home & fix the furniture on 10/20. First of all, he didnt even try to fix all of the damages & told me that I would have to schedule another appointment for him to come back out. Secondly, he didnt actually fix anything! Our living room side tables are wobbly and all he did was place a sticky floor protector on the bottom of it. Thats not a fix! If we were to put the floor protectors on the bottom of our furniture, like we intend to do.. they would be wobbly again! In addition, one of the dining room chairs still wobbles and one still creaks. The corner of our dining room table is damaged. The conjoining ends have separated and theres a chunk of wood missing. He merely painted over it! The paint isnt even a matching color and looks worse than the original damage! Same goes for all the cracks in our TV stand. Instead of filling the cracks, he merely painted over a few of them with an unmatching color! Once again, multiple attempts at getting someone on the phone was unsuccessful, so we went into the Long Beach store on 10/22. We spoke to *** She emailed our concerns & pictures to the service department & said someone would call us on Monday 10/25. No one called. On 11/1, I called the store & spoke to *** again. She said she would reach out to the service manager and call me by the end of the day. She did not! This is absurd! We paid thousands of dollars for our furniture and received damaged goods! Even worse, they are ignoring the fact that they gave us damaged items & are ignoring our attempts to get a resolution!

I purchased 10, 500 in furniture back in Oct or Nov 2021 and it took forever to come in so we had to switch all the furniture including my mattress so that we could finally receive it in Jan 2022. I purchased the Mattress cover so that I could get the mattress guarantee and now we want to switch the mattress out. We spent 2 hours trying mattresses on 2/26/22 and finally found one we wanted to trade for and my mother in law also picked the same mattress and lift and spent another *** same day. I was told that the manager had to do the swap and after two hours asked for her to get the manager to handle. I was told that the manager left for lunch although she should have been called to handle 2 hours prior. The sales person took all info and was supposed to have manager call me. I called manager on Sunday 24 hours later and asked what was the problem since she never called me she said that she had to handle and that I needed to come in and touch the mattress that I wanted to make sure, explained I spent 2 hours laying on the mattress , she said she did not have any of the mattress info, explained she did from the sales person since my mother in law purchased the mattress I wanted, she claimed she was sending me an email with doc u sign so that I could do all the paperwork and charge me additional *** to pick up and deliver new mattress even though my mother in laws mattress was being delivered the same day. Its 2 days later and have left 3 messages for manager who refused to call me, called her tonight and took call because i used my name and not mother in laws name, she claimed she never called me back because I refused to pay the 99, but she had to have thought I needed her since left 3 more messages. Now tonight she tells my husband he has to drive another 30 minutes to store to touch mattress he wants and sign papers. This is such a scam. since the reason I was in Saturday and spent 2 hours was to pick out the mattress. What kind of managers do you deal with?

On August 24 I went to the Long Beach store to purchase a bedroom set that included a headboard, footboard, dresser, and end table. While there I found a print that would compliment the set. I purchased the items using a credit card and was told the furniture was not in stock, but would be available in early to mid-September. The painting ($264.99+ tax) however, was sent home with me that day where it stayed in a spare room awaiting the delivery of the rest of the furniture. I called the sales rep (Ryan) in mid-September since I hadn't heard from them and I was told it would be delayed until Thanksgiving time due to Covid-19 delays by the manufacturer. As Thanksgiving approached I called again and was told that it had not arrived yet, but was due to come in a couple of weeks. In early December I was told that the dresser came in, but it was damaged and it would be a couple of weeks before it arrived. They did have the headboard/footboard and end table available in which they did deliver it. The dresser finally arrived in mid-December and was delivered. Being that all our children were home from college for the holidays we did not set up the dresser and painting until early January. It wasn't until then that we could identify that the painting was too large for the dresser/room. We went to the store to try to return it, but was told by Ryan that they don't accept returns after three days. I explained the circumstances and he said he would have to speak to management on this (we later found out from another person that is he management). Nowhere on the billing statement/receipt was the three day return policy identified. It does however say that there would be a 25% restock fee and that the remaining balance would be issued as a store credit. That I can accept. My issue is that they sent this painting home with me and didn't tell me about the three day return. Why would I purchase an item that I couldn't even use until the furniture was in place? Had I known that it was going to end up being four months before I would receive the furniture, I would not have purchased the painting at that time. From this point on all I got was the runaround. I contacted the Long Beach store at least three times and spoke to Beverly and/or Ryan about talking to management about the return. They said that the store general manager ( Ian C) was emailed and that he should contact me. After not receiving a call or email from the GM I asked for his his number and contacted the Covington store directly. I was told he wasn't in so again, I left a voicemail on his line and a message with the person who answered the phone for him to contact me. I have yet to receive a call from the GM. This is the epitome of horrible customer service! Not returning calls or email requests is complete disrespect for the customer. Is this how you support those who keep this company in business?