Furniture Factory Direct

Reviews 3

A

A Private User

PLEASE READ ALL OF THIS REVIEW!!! I worked with a sales person Corey who was extremly helpful, when I went to this store. I picked out some furniture for my living room and a bed for my bedroom, and I paid a deposit on the furniture October 17, 2009, and came back and paid the balance in cash for the furniture in a few days. I was informed that it would be delivered as soon as the head board and foot board for the bed came in. Please note all of the living room furniture was there in the store at that time, and the sales person stated they wanted to deliver all of the furniture at one time. I paid over 1600.00 for the furniture in cash. Three weeks had past and I called to see if the pieces had come in yet and was told the sales person had called and left me a message when indeed I was never called, nor was there a message left about the furniture not being in on my answering machine. After a few inquiries I did talk to the sales person who told me the furniture was not in. The sales person was very nice and was trying to assist me and was also getting frustrated at the furniture not being in. I was told by the Manager to call back because the furniture pieces should be in after a few more days. I waited the fourth week and called again, and spoke with the sales person who stated the furniture pieces were in and we decided on a delivery date of this coming Saturday. I was informed that they deliver Friday, Saturday & Sunday, and they would call and schedule a delivery time with me 2 days before delivery which should have been today for a delivery on Saturday. Since I did not receive a phone call, I called the furniture store. I spoke with the sales person and told him I had not received a call yet about the delivery time. He contacted the warehouse and they told him they had tried to call me and could not reach me. Please note they have my cell number and work number, and they left no messages at all. I was then informed that my delivery date is tomorrow between 8-12, yet I will not be home because of work. I informed them that I was told my delivery date would be Saturday. The Manager, Jaime got on the phone and told me they do not deliver on Saturdays. He also informed me that they could only deliver my furniture on the next delivery date which would be the 24th of November. I reminded him that I was told the furniture would be delivered on Saturday. He then got mad and told me he would just refund me my money and he hung up the phone. I called my attorney and informed him as to what was going on, and how long I have been waiting for the furniture to be delivered. Please note the inconvenience that I was put in. I had given my old furniture away, and had taken up my old bed which left me with nothing to sit on or sleep on. The Manager-Jaime, had the sales person call me back and say they were refunding my money back on my card. I informed the sales person they needed to speak with my attorney first before refunding anything because he is trying to get in touch with them because the way they handled the situation is wrong, and nasty. I would highly advise anyone to be aware of buying furniture at this store, and if you do have a way to pick it up right then make certain the furniture is in the store, otherwise the wait can make you very discouraged, especially when they do not have good customer service. They have good sales people, but the customer service sucks!!!, especially the way the Management handles problems.

KI

Kimberly Waterhouse

PLEASE READ ALL: (They deleted this post the last time I wrote it so Im typing it all over again) Sure the sales people are nice. But the customer service is terrible. I had our sectional repaired and they didnt even fix everything. They stated to have it cleaned before pickup, but it was mostly just water/breast milk stains (had a newborn when we purchased it) and it was in storage because hubby was about to deploy and I was about to go to my hometown. When they picked it up, I asked if it was in a good enough condition to be repaired, the movers said it looked fine and took it. When my mother received it back (I was out of state) she wouldnt accept it. She said it looked like a 3 year old did the sewing and the spring that popped up and made a bump in the center piece wasnt even repaired. I told them the condition was unacceptable and they needed to take it back and repair it properly. They said that due to the stains (breast milk/water) they are calling it "customer abuse" and will not take it back and if I dont take it they will destroy it! Im sorry, since when was a leaking boob, baby dripping the bottle and/or water ABUSE?! There were no tears on the seating of the couch, the tearing occurred on the sides of the sectional you cant even see because the fabric was so cheap and thin. How can I abuse a part of the couch I cant even TOUCH unless its taken apart? I only had the sectional for a few months when I told them about the initial damage, later I stated the handle broke off (btw, it did again months after using it, obviously they dont know how to fix anything). The customer service representative (Hope) was very rude with me, basically making telling me, too bad, so sad, now bend over and take it like a man. The sectional was over $1,000 and we also purchased a living room table to go with it. Youd figure after spending such a large amount of money (We didnt pay a deposit, paid for it same day too btw) they would treat their customers better and help them in any way possible. She had no consideration for the fact my husband was deployed, I was out of state, and my mother is a legal immigrant that doesnt speak English entirely too well. I couldnt handle the situation myself in person and because of this they took advantage of us. Not to mention the fact my husband was hit by 5 IEDs during this time and I had a lot on my plate already with our 1 year old. Ive been emailing her the past YEAR since then and she wont reply to any of my messages. These people are cold hearted cowards that have absolutely no understand or support for our military. Yet, they wonder why their rating are so low? Please do not do business with this place. Take your money elsewhere. Because their "warranty" doesnt do ANYTHING!

JU

Justin Brooks

Customer experience is insanely, mind-bogglingly bad. At Furniture Factory Direct in Lakewood, I experienced the very most ridiculously tragic display of professional ineptitude and incompetence I ever have or probably ever will. I am sharing this in the hopes that either you decide not to shop here, or that they choose to somehow change their ways. I want to make a long story short. There is a lot to say. I will keep it as brief as I can. My wife and I came here to purchase a chair that we liked. We were told that the chair was on backorder, and we could come pick it up in approximately 6-8 weeks. We agreed to this and paid for the chair immediately. Fast forward three weeks later, we get a call that the chair has arrived and we can come to pick it up. We make arrangements to secure a truck and make the drive out there. When we get there, we are informed that the chair is not there and never has been. So, we were told on the phone that the chair was present, but this was never verified, and we wasted a trip out to pick up a chair that did not exist. I wrote a letter to upper management explaining that this was a problem, and I was offered free delivery of the chair and was promised that this time the employees would physically verify that the chair did indeed exist, in front of their own eyes, before calling around and telling me things that werent true. I accepted this offer of free delivery and thought that we were done with the matter. Fast forward two more weeks, and I receive a rambling message from an employee that I need to call them back as soon as possible. I do, and am informed that the chair I ordered has been discontinued and so can not be delivered to me. They offer only to refund my money, which I have no choice but to accept. I write another letter to upper management to inform them again of the further incompetence, and this letter seemingly is ignored. So - over the course of six weeks - I ordered a chair that never existed, paid money for a chair that never existed, went on a fools errand to pick up a chair that never existed, was promised delivery of a chair that never existed, and finally was told that they were unable to produce the paid-for chair - primarily because it never existed. The refund of my money served only to set me back squarely at square one - no chair, living room bare. I trusted that this company could handle something as simple as the sale of a single chair, allowing them to string me along for six weeks. In the end I was right back where I started.