Northeast Factory Direct Furniture & Cabinets — Local services in Cleveland

Downgraded from 3, then 2, finally 1 star. Would give zero if I could. Read on... RUN, do not walk away from this place.

Our experience started off just fine (early June). The salespeople aren't pushy and work with you on prices, particularly if you purchase several items. The night before scheduled delivery we received a call telling us that one item in the patio set (an armless chair) was damaged and they would reorder and ship at a later date at no extra charge. Kudos for that. We were impressed.

Delivery arrived, those guys worked hard on a hot day to get everything assembled and arranged. We realized that the lounge chair was not exactly what we thought we ordered (we thought we ordered a chaise). No problem. Called the showroom and arranged to have them swap out the item we were given for the item we preferred. The plan was to ship it out with the armless chair. Again, pleased with the service.

After the delivery service left, I discovered that one of the back cushions on the LAF/RAF loveseat was smaller than it should be. I showed up the next morning at the showroom and met with our salesperson (DF) and explained the problem. He seemed confused as to what to do. Should he call the Ashley rep?? I left the incorrect cushion with him and received his assurance that he would make it right. He did nothing.

By now we are expecting an armless chair, a chaise, and a loveseat back cushion. The delivery service will grab the lounge chair that is still in our possession when they bring the required items. Simple and reasonable, right? I thought so.

Received a call from the delivery service the next week. They seemed confused with what we were expecting, but by the end of the phone call he assured me he understood what items we were expecting. I wasn't so confident. Anyhow, on the day of delivery I received a call from the driver and I asked him what was on the truck. At this point I was expecting the three items mentioned above. Well he only had the armless chair, so I declined the delivery that day.

So it probably was a week or so later that we received 2 of three items: armless chair and chaise and returned the lounge chair. Still no cushion...

It is probably a month since that delivery and I call every couple of days to followup on that cushion. I actually think we may be getting close. I was hopeful last week when I called about that blasted cushion. I really feel like I have been given the run-around. The customer service folks are pleasant enough. They seem to keep their composure and for the most part do it with a smile (yes, you CAN hear a smile over the phone). They rarely, call you back when they say they will.

The cushion supposedly arrived at their east side location/warehouse end of July, and they were supposed to direct ship it to my home. I was told that it should arrive around Aug 1. It did not. It is now August 8 and till has not arrived. Seriously, I probably could've walked there and back in that time frame. I called again and was told that the east side shipped it to their west side location. Really??? The right thing to do, in my opinion, would have been to put it in a customer service rep's car and drive it to me on the west side of Cleveland. You'd have a much happier customer who wasn't wasting her time on this sub-par review and who would be recommending you to all her friends. You say that you want to make everything right...please do it. Thank you.

According to customer service, UPS picked up the package this morning. FYI...I live about 15 minutes from your west side location. If you googled the address you would know that. I should have my cushion by August 10. We'll see. I sure hope it is the right one. If not, I'll still be calling...

Update...August 10. Had to call. Package did not arrive at my home as expected. Downgraded to 2 stars.

Package did arrive about a week later, however it was the wrong size.

September 7 - Still do not have the correct cushion. Beyond...

We worked with a couple of kitchen designers and came up with a design we liked. We ordered the cabinets and they arrived on time. I unpacked them as instructed to check for damage. One of the large drawer base units had a drawer front that was really crooked. I emailed the warranty department and cc'd our salesman asking if there was a way to adjust that, or if I would have to remove and reattach the drawer front. I clearly stated there was no damage. The warranty lady responded by stating they reviewed my warranty claim and are going to deny it. That must be the standard answer. I responded that I never said anything about a claim and was just looking for advice. She then told me I would have to remove the drawer slides and reinstall them to straighten out the drawer. As I was installing the other cabinets, I saw that the drawer slides were actually adjustable(without using any tools) and that was all I had to do.

After I installed the wall cabinets, I realized that the door on the angled corner cabinet would hit the adjacent doors when opened. I didn't see a way to adjust the hinges to prevent that. We also purchased a spice drawer kit where I had to make my own drawer front. I emailed my salesman about the door issue and asked how I would get matching paint so I could spray the drawer front to match the cabinets. Never got a response. FYI-there were several other doors that ended up having the same issue. I ended up emailing the cabinet manufacturer(JSI) and their support was great. Within 15 minutes I had the part number of the hinge restrictors to order on Amazon, and the Sherwin Williams paint code to get the matching paint at my local store.

We did our peninsula in a different color, so had to use a different manufacturer than the other cabinets. In a couple of areas we had to use wall cabinets as base cabinets and I had to build my own bases. This worked fine for the JSI cabinets, but the other manufacturer made the wall cabinet face frames 1/2" shorter than their base cabinet face frames. I didn't realize this until I was installing them, and the countertop people were coming the next day to measure. Fixing this somehow would have been a long delay for sure, so we are just living with it. Luckily it isn't in a very noticeable area.

Bottom line is that the design was good, cabinet quality was decent, but after-sale support was...

Go see Robert Foell He’s the GOAT

My husband and I bought a house with the idea of totally changing the kitchen. We tried the big box stores only to be disappointed in the layout plans. With having four little kids we needed the plans drawn up quickly and accurately. We decided to try out NEFD, and boy were we glad we did! On our first trip we met Robert at the Cleveland location. We voiced our disappointments with trying other kitchen remodel places and just weren’t satisfied. We literally showed Robert some pics of our kitchen, rough measurements, and explained our family situation of having four little ones. Robert was very attentive to our needs and drew up a masterpiece of a kitchen! And very quickly I may add. Next was having to pick out the cabinet color and design as well as the countertops. He gave us fantastic input on what he has seen others choose as well as what he felt looked good.  Robert was patient the whole time we were deciding on the options. I finally chose a white quartz countertop with blueish gray cabinets. We were all set and about to sign the papers when I laid eyes on dark sage cabinets that were on display in Robert’s office. I totally did a 180 and needed to have those cabinets instead! Robert didn’t bat an eye. He was awesome at helping me change the order and decide on matching countertops and hardware! We love our kitchen! It is perfect! It’s what we’ve dreamt of! We had family and friends over during the holidays and everyone was in love! We told them to go see Robert Foell at NEFD! Thank you Robert! You nailed this one!

TLDR: Robert Foell is the (Greatest Of All Time) in helping design your...