Bejeweled Lotus· 5★ · 7 years ago
Came here all the way from Baton Rouge. Fought a warranty issue over a year and finally got it taken care of. Just left and they have the most knowledgeable and friendly staff. Met the owner and her cute little dog. VERY large selection and willing to work with our issues.
Ashley brand (what we got replaced) was just a big mess and broke down within a year. Pay a slight bit more and get the better quality sofas.
View on GoogleAngelina Sarrat· 1★ · 7 years ago
UPDATE 2: The manager called me back a second time, and offered shipping as an alternative for the day we wanted. We accepted the offer.
UPDATE: I got a call back that they were unable to squeeze it into the delivery truck for the dates that I took off. I got on the phone with the manager and she asked me if there was someone who could wait at my house for the furniture. Who wants to wait all day for furniture in someone elses house (especially if you dont know what time they are coming). They had no hesitations when I requested a refund.
Untruthful customer service claims led to this situation. When they put you on hold, the recording repeats that the most important thing is the customer. Doesn't feel that way.
My husband and I purchased a single couch from AFD, and paid to have it delivered through their "white glove treatment" to our new home two-three weeks before closing date. I tried to set up an appointment in advance, because my husband and I only took a few days off to move and get everything settled into our new home, but they told us that they would have to call me when the date got closer to set up a time. I was fine with that, and let them know that we had a few days off to get this taken care of.
So here we are, less than a week before closing, and the following happens:
-They inform me that they do not deliver on Monday's (closing is on Monday). I was fine with that because there were a few more days to work with.
- I also learned that while speaking to her on the phone that they do not schedule specific times. That their arrival to deliver the furniture is basically whenever they can get there. That was a little irritating to hear, as I felt it wasn't very convenient to the customer that purchases the furniture. My husband and I work in New Orleans, so our commute from Covington is long, so when we scheduled time off to take care of everything, I was under the impression (based off to the conversation with the woman at the counter) that there would be more availability to work with, and that it would be treated with more convenience to the customers needs and not the company. Not being given a certain time frame of when they will drop the furniture off is a huge let down in this situation because we never know when they will come!
- Then we were told that the only time we could have the furniture dropped off was on a day that extended the time frame we took off to take care of this. I asked why they couldn't do it within the three days we have off, and one was because it was Monday and they do not deliver on that day, and the other reason for the last two days was because their trucks were full.
I tried to schedule early to avoid this, but was told to wait and still was met with this problem anyway, even when I told them at the store that we had a limited time frame. The woman at the counter said we would be fine... and now I am waiting to hear back from her to see if they can squeeze my one piece of furniture on to their trucks.
It is unfortunate that my first experience here leaves me feeling frustrated and like my time is not valuable. Customers time should be treated with more consideration.
View on GoogleLeminda Garlepied· 3★ · 7 years ago
My daughter purchased six thousand dollars worth of furniture and my mother purchased furniture as well from AFD in Covington La. The salesperson bundled my daughters purchase together without a breakdown on cost of each item and after having to return a piece (sectional sofa)that was damaged and was too large for the area she has been given a run around on money she should be owed back due to the difference in selection of another sofa. Kristy the manager was helpful but problem isn’t resolved and I can’t get a response from anyone to fix name on warranty information which was and is still incorrect on paperwork. Over a month now and now being told owners of company are out of town so I’ll be going face to face to try to resolve this. Wish us luck😔 happy with furniture and would purchase again if this is resolved but would use Don as the salesperson he was knowledgeable and informative on all of our questions and concerns. Previous salesperson (Christian I think was his name)prior to Don was totally about the sale which was a horrible exexperience with him. After Original sale with Christian we had questions and Don assisted with everything after the sale due to Christian moving to next paying customers...3 stars rating due to Due to Don and Kristy’s efforts
View on GoogleTerri Warner· 5★ · 4 years ago
Went shopping for a queen size bed and a temper pedic mattress, my salesperson was Cody Thornton .. Cody was very knowledgeable of everything I was asking of him. Everything that he told me was spot on.. when it was time for delivery those guys was very professional, and very polite.. They definitely knew what they were doing. On delivery day you can track them to see just where they are. Will definitely recommend AFD FURNITURE to anyone that’s looking for furniture!!
View on GoogleGretchen Stull· 1★ · 7 years ago
UPDATE (7/18/18): The situation has actually gotten worse. I'm grateful for the owner's response, and it did have a service technician at our house the next day (7/13/18). I find it frustrating that it took an online review to make a technician appointment open up, since the previous day I was told that it "absolutely wasn't possible," but fine. Unfortunately, the service technicians rushed through the job and apparently did it incorrectly. We had 2 nights in the bed. That's it. Because on the morning after the 2nd night, we're lying in bed and hear a loud splintering sound. That splintering sound was the entire right side of the headboard splitting away from the bed railing. The wood sheered in half. That makes the bed frame completely unusable. We filed an online warranty claim that day (7/15/18). Today (7/18/18) 2 service men showed up (and I will say these service men were extremely professional & apologetic for all of the issues we've had). They showed up with bed railings, though. Took one look at the problem and said, "You need a new headboard." Yes, I know. And that's what I said in the warranty claim--that the headboard literally splintered. I even attached pictures. And yet, this still lead to 1) the incorrect parts being sent AGAIN, 2) another overall pointless service call where nothing was corrected, and 3) more nights sleeping on a mattress on the floor. The service men did assure me that had the bed been put together properly, it wouldn't have broken as it did. Still waiting to receive the proper "AFD experience."
ORIGINAL REVIEW (7/12/18): 1 star because 0 stars isn't an option. We purchased a bedroom suit on 6/27/18 and paid the additional $150 for delivery and set up. The earliest set-up was 7/6/18, which was fine. 7/6 comes, the furniture is delivered, and the delivery men inform us that the screws needed to hold the bed together are missing. There's "nothing they can do," we'll have to schedule an appointment for another person to set it up. Ok, these things happen. We call to set up the appointment and leave a message. And do it again. And again. Because despite the maximum 48 hour return time quoted for return calls, we went 4 days (with a call and message per day) before I was able to actually speak with someone and none of our messages were returned. An appointment was scheduled for 7/12 (today). The man arrived with the screws in hand, only to realize we're missing far more than just screws. The bed doesn't have all of the hardware it should, a fact apparently missed by the first set of installers. He leaves to check on the missing parts, and several hours later I get a call to set up an install appointment for 7/18. I'm actually told they've "already waived the set-up fee" for that appointment, as though this is a perk for which I should be grateful. Why would I be charged an additional set up fee when I've already paid the set-up fee and--through no fault of my own--their representatives have been unable to complete the task after multiple attempts? If anything, my original fee should be reimbursed for failure to provide basic service. It's taking a minimum (because I have no confidence the 7/18 appointment will be any more successful than the first 2) of 3 services visits and 3 weeks of waiting for this company to deliver and set-up the bedroom suit I purchased in June! The ONLY thing American Factory Direct has done with any competency is collect my payment--complete with additional install fee--for the bedroom set. They've failed in every other aspect, from actually delivering what I paid for, to setting it up, to returning phone calls, to acting in any way like a professional or reputable company. Never, ever again will I work with this horribly unreliable company. AVOID at all costs. A secondhand store is more reliable than this.
View on Google