American Factory Direct Furniture — Local services in Covington

Would have been faster and cheaper to have gone to ikea considering I had to build part of my items myself. I started my journey with American Furniture Direct on November 20th when I purchased a 1.5k table and chair set. I was told my estimated delivery time was going to be mid December to the first week of January. I was okay with that. A

I was told I would have someone reach out to me once a week to give me updates, but that never happened. I first reached out via text to my sales person on December 16th because we had now approached that mid December date, and I had yet to hear a word for my sales person. I did not hear back until the following day to be advised that my eta was delayed now to the end of January to mid February. Nobody had contacted me of this change considering I was supposed to get weekly updates. Slightly annoyed but understanding of the current delays in shipping I waited. Fast forward to January 29th I still had yet to get that promised weekly update regarding my table set I reached out yet again because we were now half way through the estimated arrival time and I had not heard anything and I had a table I still needed to get rid off. I was advised my table and 2 chairs had arrived, but my other chairs were delayed till mid February. They did say however I could come pick up my two chairs and table. I had opted for pickup as the delivery fee was over $200 dollars to only go about 10 miles.

Now here is the important part. I picked up my table and two chairs THAT WERE ASMBLED. Now when they bought me out one chair it was not put together correctly. The front foot rest was missing, and we told them this. The guy seemed a little dumbfounded at this fact, and at this point I figured I would be going home with only one chair. But he found another one in the back THAT WAS ALEADY BUIT, but I was originally told there were only two chairs ready for me. On February 10th I was finally messaged by American Factory for thr first time with an update regarding my order. My final two chairs were in. Now we don't on our own truck so we had a family member drive over to help pick them up. We get there and they can only locate one. They bring me a chair that is already built out, but they don't know where the other one could be even though they messaged me about coming and getting it. Now I guess here is where I messed up. I told them I would wait to pick up both chairs together when the other one came in. Now the whole time we were waiting someone who said they were the warehouse manager had been chatting with my father-in-law talking about trucks and motor homes, and how he had just gotten into an accident were someone tore off his mirror on his tuck. He told us that if they couldn't find my chairs he would just have them delivered to us. And with that we went home. On March 24th over a month and half again without an update I called to get a status of the chairs yet again. I didn't hear back until March 25th that my chairs were ready. I asked about delivery because of what the manager had previously said and was advised they couldn't do that. I accepted and maid plans for my father and law to come and pick up the chairs. We went the following Thursday after being messaged every day to come pick up the chairs. In that week they messaged me more then the whole time for my chairs. Upon arriving and letting them know I was there. They bring me out a box saying here are your chairs. At this point I was speechless. I asked why aren't the chairs put together. He responded by gaslighting well if you don't get delivery we don't asmble them. After paying 1.5k you're not going to put my items together even though every other time thr chairs have been ambled. I went inside and talk to the woman who said they could assemble them as a courtesy but I would have to come back. I asked due to the situation could they be delivered and she said no. At this point I couldn't get my FIL to help again so I just took them home to build so I wouldn't have to deal with this...

DO NOT BUY FROM THEM!!

Wife and I went into the store to purchase furniture for three bedrooms and a living room. Picked out all the pieces we wanted/needed. Sales lady was very quick to rush us up to the cashier once she knew what we were buying and did not allow us any opportunity for questions. She disappeared after she walked us up to the cashiers desk and nobody knew where she went and nobody else was willing to answer our questions. "You would have to talk to your salesperson" is all we could get from anyone. I understand how commission sales works but also understand how CUSTOMER SERVICE works...

Several weeks go by and no word on our items we purchased and had to order from the factory. I called to check up on it to see if its in and our sales person was with another customer so they took my name and number to have her call back when she finished up. Waited and waited, nothing... Next day, saaame thing. So I wait a few more days and call back, surprise, same thing.

At that point i had enough I am going to the store here in Mandeville to get with a manager to see where our stuff is at. I get down there and ask to speak to the manager and get screened by a salesperson before they would let me talk to him so I demand to speak to a manager. I explain to the manager that I have called several times and get no response, no call back, and no information. He proceeds to tell me that I would have to get with my salesperson to get all of that information after I explained all of that to him. So I restate that I have been trying that for three weeks now and that I still haven't heard anything. He snobbishly gets my info and proceeds to tell me that half of my order has arrived and is ready for pick up. Leave there just as aggravated as when I walked in the door because i had been fighting to get a status on my furniture for weeks...

I go pick it up without incident and get it home and both side rails on the bed are scratched, dented, and there is a support on the back of the headboard that is separated from the headboard.

I call them and explain the damage and they tell me I only have a 3 day warranty on my furniture from the date of pick up since i chose to pick it up myself. They want it back and would have to order us another set and that "it would take a few weeks...". They cannot send someone to do any type of in-home repairs because I declined the $150 delivery service. it would be a $5 repair at most, a little touch up paint and some wood glue and replace one missing screw from the separated board. Instead they said they will order a new set for us after we bring the one i already brought home and unboxed back to them. So for "three weeks" we would be without a bed and the fight would continue to get status updates and furniture in.

STILL waiting on a queen bed set that has been on order for a month and will not be here for at least another 4 weeks... She said today it will ship next week from the factory to them but will take three weeks to make it there?? Is only takes three days to get to the moon from earth... seriously!

UPDATE Spoke to my sales person two weeks ago, she told me our stuff would be in stock in one week. I called in a week to verify our stuff had arrived and got no response, no call back, nothing... Call back again three days later (today) someone else answered and advised me our stuff is not only not in yet but she thinks it will be the end of March before it arrives... Cannot get a straight answer out of...

On January 8, 2022 my husband and I visited the American Factory Direct Furniture showroom in Covington. We were blown away by the beautiful pieces and affordable prices. We were immediately greeted by a salesperson who was super friendly and professional. We made it known that we needed a new bedroom furniture set because our home flooded during Ida and we were living out of boxes. When torn between two gorgeous bedroom furniture sets, we were told one set would be backordered until March (2-3 month turnaround), while the other would be backordered until JUNE (5-6 month turnaround). This made our decision SUPER easy, and we went with the set promised for March because our main concern was turnaround time (not only were we living out of boxes, but I was newly pregnant at the time). My husband and I put a down payment on our credit card, and took out a Wells Fargo line of credit with the store to finance the remaining balance of our almost $5,000 purchase.

Fast forward to March...I began calling the store to ask about our order status after our so-called estimated delivery date passed. I was told my salesperson would call me back to let me know a new time frame due to delays. Salesperson never called back. I called back a few days later and was once again told my salesperson would have to call me back. I think overall my salesperson called me back two times and only after I called over and over again. Don't expect a proactive check in regarding your multi thousand dollar purchase. You will likely experience what numerous reviewers have commented on - a lack of customer service and call backs. We were told everything will likely come in April now...April came and went...Then told May...May came and went....then told June...June came and went.

Fast forward to JULY. We still have not received our 5,000 furniture set which we took out a credit line to finance and placed a deposit down on. (We basically lowered our own credit scores by taking out the line of credit, provided AFD with an interest free loan via our down payment, and have yet to receive anything in return.) Isn't it ironic that we chose our furniture based on estimated arrival times, going with the promised date of MARCH vs June for the other set, yet both promised times (march and june) have passed? Writing this review in July, I am currently one week shy of my due date and my body has made a human being faster than AFD has been able to follow through on our purchase.

I honestly don't know how this is legal. Even if given a refund at this time after six months, I feel I should be compensated for my wasted time, marred credit score, and false promises given to me. I intend to let everyone know about this store via word of mouth, and I will do everything I can on my end so others will not end up in a similar position. The metro area is very small, and the internet makes it easy to remain educated. I also plan to report to BBB that this establishment should not be certified. Very...