November 2013, my fiancé and I (plus our 4 children) spent 5 hours shopping for furniture. In specific, we needed 1 sofa, 1 loveseat and 1 large sectional. This was not an easy find by any means. We finally found the perfect set(s) that not only matched in color and fabric, but fit our family needs as well. We signed up, filled out applications and several other documents. We were promised delivery of all items to the store very next day, which was perfect. We had all agreed (us, finance lady, salesman and manager Nick) that since we were crunched for time, we'd personally pick up our furniture from the Lacey store next day. We completed all paperwork (took over 1 hour) and gave our first payment, plus the upfront down payment (approximately $350.)
The following day, we waited until opening (10 am) and headed up to the store (about 24 miles North). We went inside (again with our 4 children who were extremely patient), turned over our agreement and waited for our furniture. One hour later after getting the run around from literally everyone, the represenitive approached us and advised that the furniture had not come in, nor was it even put on the warehouse transfer log to even come to the store. I was finally able to speak with the branch general manager (Nick), he apologized and offered the warehouse address and promised we could pick up from them (also agreeing to deliver our sectional since we couldn't fit all items). Okay, human error happens, I get it. We were desperate for our furniture, SO, we got back into our truck and drove an additional 1 hour to their warehouse in Kent, WA. We waited in the parking lot and eventually our turn to get loaded. Of course, our personal truck could only handle the sofa and loveseat, so that’s what we left with. That was much better than nothing and sufficed for our immediate needs!
Three days later, our sectional was delivered as promised. I personally inspected and signed in acceptance of this piece. Great!
TWO and a half Weeks had gone by since bringing home our sofa & loveseat. I (130 lbs. heaviest wt. and 5 ft. 10 in tall) extended the far reclining seat on our sofa and as it extended, it made a very funny sound. Thirty minutes after, I found myself very uncomfortable and sitting awkward. Well long story short, the wood in the frame snapped right in two. We call Furniture Factory Direct in December 2014 and filed a claim or so we thought.
The customer service representative we spoke with at the corporate office (Kent's store) apologized and requested pictures, just so she get the replacement approved. We sent pictures and heard NOTHING back. We called back and she was on vacation and the only one who apparently knew what was going on. SO, we waited. In January 2014 we called back to the "Corporate Office" and spoke with the same lady. Again, she apologized and said she was advised she had to send a tech out to our house to fix the wood. UM, okay? Strange, but whatever so we scheduled. By now, not only was one seat broken, but two others and our sectional back pillows were ripping at the seams in numerous places.
February, I had cancelled all plans on my Saturday to wait for my Tech appointment. Later in the afternoon the tech had shown up. He was very quiet and didn't share any opinion or thoughts with me. He took several pictures and after about 45 minutes of inspecting, he advised me that all damage was done by rough handling and there was nothing they could do for ANY of my faulty furniture. Let’s not forget that he said the reclining seat, was "broken from too much weight or use of a large, overweight person". He asked me to sign his evaluation form, no, I refused as it was bogus.
End of February, we called customer service again. They apologized and said they were getting approval to just replace the furniture. She was BLOWN away when we told her, he did have tools, parts nor the intent of fixing anything. She said that was just strange and she will call us back.
April came and still no word. Called the company and no one knew anything and would "call us back". NO one called, emailed, mailed a letter, nothing. We called again a few weeks later, then BIG SHOCK, they would call us back once they looked into it.
June 2014 we called again. We were advised that a furniture claim and refund would be implemented, but the stipulation was that we had to use the refund towards new furniture. We were allowed to exceed the original amount, but couldn't be under. SO, we cancelled all plans (including two of my children’s baseball games on two different teams) two Saturdays later and headed back up to Lacey. We spent ALL day again, choosing our large amount of furniture. We completed the transaction and they agreed it was on them to deliver the furniture and pick up the defective furniture the following week. SO, the following Saturday I again, cancelled mine and my children’s schedules and waited for the delivery/pickup truck. The drivers came in and advised that due to exactly 10 pieces of animal hair and a spot the size of a dime, they were not allowed to accept the defective couches. I begged and pleaded, called the Lacey store manager for help. It was like night and day, he completely turned on me and told me tough luck. He said clean the furniture and pay for the next pick up. I called customer service and they said the same thing. 35 minutes later, the drivers left and hadn't picked up defective or dropped off our new furniture.
I called and spoke with Leanne, Nick, Derick & Jesse on numerous accounts. Each time, I get transferred to the next and everyone's answer is word for word, "I need to look into this and call you back". Well, after hearing that from everyone, I went straight to the store manager and he told me 1) I can't submit to everyone, otherwise we'll go out of business. 2) I'm not sure I care what your opinion is right now, let’s face it, you are already never going to come back here". 3) Our main objective is to make sales so we can keep our doors open. 4) "you aren't even my customer anymore, call RAC, since you are buying from them". So, out of pure desperation, we call RAC. They say word for word, "I need to look into this and call you back". No return phone calls or responses.
In November 2014, I call them back. Store manage tells me, I have to rewrite your contract before Sunday which is the one year mark. He said how he was going to help me, he would just need to rewrite my contract and have me pay $89.00 for a new deliver/pickup. I paid the $89.00 over the phone. It was debited out of my account three days later. I called A-G-A-I-N. They said they would call me back to schedule. They never called. OH, they did call for payment of the new furniture on the 15th of November, December and now in January 2015. Every time we tell them we do not have the new furniture and every time the tell us "I need to look into this and call you back". NO CALLS, EVER.
We called them and told them, we forfeit this furniture, come and get it. "I'll call you back" they say with of course no call back. We call them again, they schedule an appointment to pick up this defective furniture that we've had for more than a year on January 16th 2015 any time after 5 pm. On 1/16/215 we get a call from FFD wanting to confirm we would be home at 5pm and after, in which we confirm. They NEVER showed up!! Seriously! The stood us up again! Now, we have gone somewhere else and bought replacement furniture. We called FFD and they rescheduled for this coming Wednesday at 3:30 pm.
HELP! what do I do? Is this not grounds for a voided, null or under the Lemon Law? I just want this crap out of my house! I have never seen something like this before. I'm not even asking for a refund, just a pick up!
I have searched HIGH and LOW, there is no "Owner" or "General Manager" of the company. There is a store manager per branch, but that’s it. You can't go above them. The only contact I get is the company owner doesn't live or come into the USA. He has a right hand man named "Brad". No one knows his last name, email or how to contact him. He shows up less than half a dozen times a year to each branch.
Is this a trick?!! Furniture Factory Direct is so poorly, despicably and fraudulently ran, I just don't get how it even has a business license.
On 9/3/13 I purchased a loveseat model 6640135 Kylee Goldenrod; the salesperson John Mebane noted there was a loveseat on the next shipment and he would call me if he could let me have it. I never heard from him. I called two weeks later and asked that he call me back, he never did. I called again and was informed that it would take another week to get the loveseat.
I have no furniture in the living room, as I moved across the country. Since I haven't heard from anyone and it had been 23 days, I purchased another loveseat from another store on 9/26/13. The new store is delivering the next day, for less, and is much nicer to deal with.
I called Furniture Factory Direct to cancel the order, and that is where the fun began. I got the lovely and charming (note heavy sarcasm) previously mentioned supervisor on the phone who informed me that I would have to wait because it takes a while for these things to come in and the loveseat was no exception. He said I had only waited two weeks. I used logic, called math. to point out that no, indeed it had been over three weeks.
At this point he told me that he would not allow me to cancel because the loveseat HAD arrived and the salesman HAD called me earlier in the day. Now, my job requires me to carry my cell phone on me all day long and let me assure you the phone had not rung once. At all. nada.
I told the manager this. He called me a liar and started yelling at me. Every time I tried to tell him that 1) I was cancelling the order, 2) he contradicted himself, and 3) there was no phone call from his store on my phone log nor was there a phone call from his store, he just yelled louder.
I asked for his manager. He said no, and he wasn't going to give me the name of his manager either. Then he hung up.
I am refusing delivery and calling the credit card company to refuse the charge.
Furniture Factory Direct Reviews
November 2013, my fiancé and I (plus our 4 children) spent 5 hours shopping for furniture. In specific, we needed 1 sofa, 1 loveseat and 1 large sectional. This was not an easy find by any means. We finally found the perfect set(s) that not only matched in color and fabric, but fit our family needs as well. We signed up, filled out applications and several other documents. We were promised delivery of all items to the store very next day, which was perfect. We had all agreed (us, finance lady, salesman and manager Nick) that since we were crunched for time, we'd personally pick up our furniture from the Lacey store next day. We completed all paperwork (took over 1 hour) and gave our first payment, plus the upfront down payment (approximately $350.)
The following day, we waited until opening (10 am) and headed up to the store (about 24 miles North). We went inside (again with our 4 children who were extremely patient), turned over our agreement and waited for our furniture. One hour later after getting the run around from literally everyone, the represenitive approached us and advised that the furniture had not come in, nor was it even put on the warehouse transfer log to even come to the store. I was finally able to speak with the branch general manager (Nick), he apologized and offered the warehouse address and promised we could pick up from them (also agreeing to deliver our sectional since we couldn't fit all items). Okay, human error happens, I get it. We were desperate for our furniture, SO, we got back into our truck and drove an additional 1 hour to their warehouse in Kent, WA. We waited in the parking lot and eventually our turn to get loaded. Of course, our personal truck could only handle the sofa and loveseat, so that’s what we left with. That was much better than nothing and sufficed for our immediate needs!
Three days later, our sectional was delivered as promised. I personally inspected and signed in acceptance of this piece. Great!
TWO and a half Weeks had gone by since bringing home our sofa & loveseat. I (130 lbs. heaviest wt. and 5 ft. 10 in tall) extended the far reclining seat on our sofa and as it extended, it made a very funny sound. Thirty minutes after, I found myself very uncomfortable and sitting awkward. Well long story short, the wood in the frame snapped right in two. We call Furniture Factory Direct in December 2014 and filed a claim or so we thought.
The customer service representative we spoke with at the corporate office (Kent's store) apologized and requested pictures, just so she get the replacement approved. We sent pictures and heard NOTHING back. We called back and she was on vacation and the only one who apparently knew what was going on. SO, we waited. In January 2014 we called back to the "Corporate Office" and spoke with the same lady. Again, she apologized and said she was advised she had to send a tech out to our house to fix the wood. UM, okay? Strange, but whatever so we scheduled. By now, not only was one seat broken, but two others and our sectional back pillows were ripping at the seams in numerous places.
February, I had cancelled all plans on my Saturday to wait for my Tech appointment. Later in the afternoon the tech had shown up. He was very quiet and didn't share any opinion or thoughts with me. He took several pictures and after about 45 minutes of inspecting, he advised me that all damage was done by rough handling and there was nothing they could do for ANY of my faulty furniture. Let’s not forget that he said the reclining seat, was "broken from too much weight or use of a large, overweight person". He asked me to sign his evaluation form, no, I refused as it was bogus.
End of February, we called customer service again. They apologized and said they were getting approval to just replace the furniture. She was BLOWN away when we told her, he did have tools, parts nor the intent of fixing anything. She said that was just strange and she will call us back.
April came and still no word. Called the company and no one knew anything and would "call us back". NO one called, emailed, mailed a letter, nothing. We called again a few weeks later, then BIG SHOCK, they would call us back once they looked into it.
June 2014 we called again. We were advised that a furniture claim and refund would be implemented, but the stipulation was that we had to use the refund towards new furniture. We were allowed to exceed the original amount, but couldn't be under. SO, we cancelled all plans (including two of my children’s baseball games on two different teams) two Saturdays later and headed back up to Lacey. We spent ALL day again, choosing our large amount of furniture. We completed the transaction and they agreed it was on them to deliver the furniture and pick up the defective furniture the following week. SO, the following Saturday I again, cancelled mine and my children’s schedules and waited for the delivery/pickup truck. The drivers came in and advised that due to exactly 10 pieces of animal hair and a spot the size of a dime, they were not allowed to accept the defective couches. I begged and pleaded, called the Lacey store manager for help. It was like night and day, he completely turned on me and told me tough luck. He said clean the furniture and pay for the next pick up. I called customer service and they said the same thing. 35 minutes later, the drivers left and hadn't picked up defective or dropped off our new furniture.
I called and spoke with Leanne, Nick, Derick & Jesse on numerous accounts. Each time, I get transferred to the next and everyone's answer is word for word, "I need to look into this and call you back". Well, after hearing that from everyone, I went straight to the store manager and he told me 1) I can't submit to everyone, otherwise we'll go out of business. 2) I'm not sure I care what your opinion is right now, let’s face it, you are already never going to come back here". 3) Our main objective is to make sales so we can keep our doors open. 4) "you aren't even my customer anymore, call RAC, since you are buying from them". So, out of pure desperation, we call RAC. They say word for word, "I need to look into this and call you back". No return phone calls or responses.
In November 2014, I call them back. Store manage tells me, I have to rewrite your contract before Sunday which is the one year mark. He said how he was going to help me, he would just need to rewrite my contract and have me pay $89.00 for a new deliver/pickup. I paid the $89.00 over the phone. It was debited out of my account three days later. I called A-G-A-I-N. They said they would call me back to schedule. They never called. OH, they did call for payment of the new furniture on the 15th of November, December and now in January 2015. Every time we tell them we do not have the new furniture and every time the tell us "I need to look into this and call you back". NO CALLS, EVER.
We called them and told them, we forfeit this furniture, come and get it. "I'll call you back" they say with of course no call back. We call them again, they schedule an appointment to pick up this defective furniture that we've had for more than a year on January 16th 2015 any time after 5 pm. On 1/16/215 we get a call from FFD wanting to confirm we would be home at 5pm and after, in which we confirm. They NEVER showed up!! Seriously! The stood us up again! Now, we have gone somewhere else and bought replacement furniture. We called FFD and they rescheduled for this coming Wednesday at 3:30 pm.
HELP! what do I do? Is this not grounds for a voided, null or under the Lemon Law? I just want this crap out of my house! I have never seen something like this before. I'm not even asking for a refund, just a pick up!
I have searched HIGH and LOW, there is no "Owner" or "General Manager" of the company. There is a store manager per branch, but that’s it. You can't go above them. The only contact I get is the company owner doesn't live or come into the USA. He has a right hand man named "Brad". No one knows his last name, email or how to contact him. He shows up less than half a dozen times a year to each branch.
Is this a trick?!! Furniture Factory Direct is so poorly, despicably and fraudulently ran, I just don't get how it even has a business license.
On 9/3/13 I purchased a loveseat model 6640135 Kylee Goldenrod; the salesperson John Mebane noted there was a loveseat on the next shipment and he would call me if he could let me have it. I never heard from him. I called two weeks later and asked that he call me back, he never did. I called again and was informed that it would take another week to get the loveseat.
I have no furniture in the living room, as I moved across the country. Since I haven't heard from anyone and it had been 23 days, I purchased another loveseat from another store on 9/26/13. The new store is delivering the next day, for less, and is much nicer to deal with.
I called Furniture Factory Direct to cancel the order, and that is where the fun began. I got the lovely and charming (note heavy sarcasm) previously mentioned supervisor on the phone who informed me that I would have to wait because it takes a while for these things to come in and the loveseat was no exception. He said I had only waited two weeks. I used logic, called math. to point out that no, indeed it had been over three weeks.
At this point he told me that he would not allow me to cancel because the loveseat HAD arrived and the salesman HAD called me earlier in the day. Now, my job requires me to carry my cell phone on me all day long and let me assure you the phone had not rung once. At all. nada.
I told the manager this. He called me a liar and started yelling at me. Every time I tried to tell him that 1) I was cancelling the order, 2) he contradicted himself, and 3) there was no phone call from his store on my phone log nor was there a phone call from his store, he just yelled louder.
I asked for his manager. He said no, and he wasn't going to give me the name of his manager either. Then he hung up.
I am refusing delivery and calling the credit card company to refuse the charge.