American Factory Direct Furniture — Local services in Baton Rouge

I purchased a bedroom set on June 12, 2021. My salesman was James Whitmore. James told me all the pieces were in stock (dresser, mirror, nightstand, rails) except the bed. He told me it would take up to 4-5 weeks to receive the bed. I was hesitant at first because I was expecting guest and needed the bedroom sooner. However, I had already shopped around at other furniture stores. I really liked the design and quality of the bedroom set at AFDF so I agreed to wait. My concerns are the lack of communication on delivery status and the late delivery. Delivery was initially pushed back to the end of July, then pushed again to the end of August, then pushed again to mid September. It’s now mid September and still NO DELIVERY, and no update from my salesman. Each time I had to call the store to inquire about delivery. When I do, I usually get a call back from James with an update 2 days later. Always the same message given, “we have no control over delivery. It’s like that everywhere.” Wow! Really! Communication has been terrible at AFDF. No one calls me, I have to call repeatedly and the responses are always slow and delayed. Once when I called to make an inquiry, I told the woman that answered the phone that I was thinking about canceling the order since my job maybe relocating me. She in turn told me that I would have to pay a restocking/cancellation charge of 25%. How could this be if the bed wasn’t delivered in the first place? Also, the remaining balance would be issued as a store credit. Why? If I can’t get what I originally ordered, what incentive do I have to order another bedroom set? On another call I asked James why couldn’t the store delivery the bed that was on the showroom floor? There were two identical sets on the showroom floor in different colors. James said they are not allowed to deliver the showroom furniture. At this point I’m VERY FRUSTRATED. I’ve had to use an air mattress for guess staying at my house. It’s become a running joke with my family asking when my furniture will be delivered. Don’t get me wrong, I absolutely love the furniture at AFDF. It’s classy and appears to be good quality. I just don’t understand why: #1 I wasn’t told the truth about the stores history of delayed deliveries when I paid for the furniture, cash, upfront. I would have made the decision to purchase something else that was already in stock. #2. Why AFDF does not call the customer with updates instead of the customer tracking the salesman down? #3. Why can’t they just delivery me the bed on the showroom floor, especially if they have two sets on display? This has not been a positive experience for me and will influence my shopping with AFDF in...

EDITED: I will say that the new service manager, Darlene, has gone above and beyond to try and make the situation better. If she remains in charge of customer service, I think the company will be just fine. It sounds like they cleaned house and replaced them with people who care about their customers. There is something to be said for a company that recognizes their issue and strives to fix it, instead of continue on the downhill slide. Thank you Darlene!

ORIGINAL: My honest opinion is that I will not buy from them again. They did fix the issue, however, so I have to give them props for that. I ordered a couch in November 2021. The sales lady was honestly not that friendly, and she gave me the wrong information several times on when it was going to be arriving. In fact, one time she told me it had arrived, and then backtracked and said it wasn't here. First sofa was delivered in April 2022 after months of delay and it was broken. It was impossible to get anyone on the phone to discuss any issues. The saleslady does not respond to you once you receive the broken item because she has already gotten her commission so she doesn't care. My biggest issue was if you call the Baton Rouge store, they tell you it is the HQ problem (in Covington). If you call the number in Covington, they tell you talk to your salesperson. Your salesperson never responds again. It was back and forth for MONTHS. I didn't confirm that they were going to actually exchange it for at least a month. I finally left a review on BBB and the service manager called me. I don't know if she is a new position or if they only sent her to me after the BBB posting. I will say that she gave me her # and email (although I never actually got a response to the email I sent). The new sofa was FINALLY delivered June 15, 2022, appx 7 months after the order. I know that they can not do anything about the shipping issues from China/supply issues, but they do NOT have to give you the runaround when they sold you a BROKEN ITEM. If I had not been so persistent, I am not sure I ever would have received an exchange. I hope the service manager can improve the customer service + communications. I WILL say that both times, the delivery teams were excellent, and despite not giving a window for delivery, the tracking system was accurate and...

Bought a Sofa and Chair before Labor Day. The sales experience was very good with excellent sales person Sandy. She was upfront on telling us that it may be November before we receive delivery. I never called to complain and waited patiently.

November came, and AFD called us and asked if we wanted the showroom floor set? They did not offer a discount, so we said no. A few days before Christmas, AFD called and said our furniture arrived and wanted to setup delivery. We arranged delivery on Christmas Eve. We then gave our existing living room set away. The delivery truck arrived on time. The two delivery guys were excellent. However, the first thing they asked me was, how many pieces did I expect to receive? I said 3, Sofa, Chair and Ottoman. He then said he did not have the Sofa and didn't know the reason.

Well, the brought in the Chair and Ottoman. Both were thoroughly wrapped and heavily protected for shipping. I spoke with AFD about the missing Sofa, and they said it was incorrectly shipped to the Baton Rouge location. All deliveries are made from Covington. I could expect my sofa the following week. Two weeks later they arrange delivery of the Sofa.

The delivery was setup and AFD was prompt with the scheduled delivery. However, that's where is went down hill. When the sofa was taken from the truck, it was not thoroughly wrapped like the chair was. There was a throw covering on top of the Sofa with only some thin plastic to hold the pillows on. There were stains on the cushions, sides and corners. It did not smell new. The feet were already attached, and this is usually not the case for a new delivery. I rejected the delivery since this appeared to be a used or the showroom piece they asked me to take in November.

AFD contacted me that very day to discuss why I rejected the delivery, and the person agreed that the Sofa lack of wrapping, stains and feet assembled did not appear to be a factory new item. I'm now waiting on what they are going to do to resolve this issue. We are now 3 weeks without a sofa and 5 months waiting.

Sales person, Thumbs up. Delivery scheduling, promptness and personnel, Thumbs up. Trying to stick me with a used Sofa, two Thumbs down. I will change this review once I receive the product I purchased, and maybe they will resolve this...