Factory Direct Furniture — Local services in Johnson City

I have bought a few pieces of furniture through the years.I got to know about everyone by name. We decided to buy a living suite. I looked on the showroom floor. Once we got it home and not even a week or two, the cushions sank(it was so hard to get out of) even friends noticed the same thing, the attached back cushions were sagging. They came out to FIX the problem by stuffing the back cushions with filling and end of ordering new foam(really new seat cushions. Still, did not fix the problem. Soon after that, i said to them to order the same exact thing, same color,same color. They did, later same problem. They did allow me to switch out to the same Ashley Benchmark brand, but same issues. I just told them i am going to return it and want a refund. Needless to say, I was charged for wear. they re-figured it by reducing my 10% sale. As nice as a person that I am, I thought let's try a more experience brand to Ashley Signature. I had to pay more money (grant them they were going to refund my money-most of it anyway) they had been so many adjustments and 4 times the suite was returned. I had to wait on cushions,etc. come to find out they quit making that suite as if was discontinued and no one ever called me to inform of this. I always had to call them, so that is why I chose the higher end Ashley. Same thing, well give a benefit of a doubt again. this time was worse than the other times. The repairman person took the backing fabric from underneath all 3 pieces and stuff the 3 cushions from the old sofa to the new one and stapled it back and stuffed the back cushions again. Needless to say, doing the same thing, but worse. the sides of sofa sags and you feel like you are going down and it is so hard to get out of them. before the one year warranty ran out(maybe a month ) same thing..i told them to come and get it. I was told warranty ran out and they would charge for a house call. I tried to state my case to them to say this has been an ongoing issue. I requested nicely that I want all transactions made and that I was going to file a complaint with the main manufacture. I did tell them that I know I am not the only person with this issue and that I know what I am talking about. Told them they needed to let the manufacture know what is going on and to fix the issue on any future new furniture that there is something wrong with these line?brand of furniture. I do know they are over-priced and cheap furniture. Let me say that I have had a lazy boy reclining set and it lasted me 12 years with kids, but was still in good shape. I just wanted non reclining this time. I will still file my complaint to the manufacture with all documents dated. I had this happened at the Ashley store when I bought my son a bedroom suite. Everything was falling a part. I ended getting $100 gift cards and I purchased a $999 rug with their sale and my $100 gift cards and paid $125 plus tax on my new rug, They worked me on satisfying me as their customer. I know Factory did to a point to work with me, but they got me when they told me the one year warranty ran out and then I would have to pay for any repair service. I am assure I will be buying my purchases at Zaks and Grand Home Furnishings and elsewhere and still with a well made brand. I am glad they do have a lay-a-way. I haven't been back since. I heard they closed. I haven't verified this. Money sure does not grow on trees and most of us work hard to have something nice. I just feel their suites are cheap and it shows and you pay a high price. I am going to be very selected from...

• BUYER BEWARE* DO NOT GO HERE**

Our couch and loveseat have been broken since we got them. We were told when we bought the furniture that we had a one year warranty and that they would fix them. We have called and called and called for 8 months trying to get Robert out to fix our couch and love seat. The left side on both pieces completely unusable. They finally called me yesterday and said I could come in and exchange my couches. Well when I come in they gave me a credit of last years prices. The couches and love seat have doubled like everything else in the economy. So instead of being able to get something like we had we now have to settle with something cheaply made. Our couches recline, have lights, have charging ports, have fold down cup holders, storage, and the love seat rocks. But for the same price this year all we can get is a stationary, cheap couch. I understand everything has gone up but what should happen is that we have a even trade. Because our pieces have been broken since day 1. And like Paul the owner said we had one year warranty but they have NEVER done their part to fix our furniture. I think they say that to get you to buy their crap furniture. Now they are pointing the finger at us saying we are in the wrong. The lady with the red hair and blonde pieces in the front is extremely rude, the lady named Sabrina was rude and told us "oh well not my fault." And Robert the guy that fixes them told us he would order the pieces but come to find out he never did because he couldn't. So we have been strung for a year with them telling us "well come out, we'll come out" only to find out that they never had the pieces to fix them and THEY knew it. That's why they kept telling us they were coming and never did or Robert just ignored our calls. This place sells broken furniture. If you look around a lot of the pieces in store are broken. The pieces in the back are mildewed. Save your money and go...

Worst customer service I have ever received. I went in and purchased a kitchen table, explained that my husband would be in later that day to pick it up. That evening my husband comes home with the table and it is the incorrect table. I call and who I assume does the book keeping answers and tells me the sale rep “Cotton” made a mistake on the order form and they can get the correct table out to me on Saturday. Fine. Saturday comes and I receive a call from their driving stating he should be here between 3-3:30......4 rolls around and still no sign of the table. I decide to call the driver, he tells me that they added another order for delivery and it will be another 1.5-2 hours. I then call the store and ask to speak to a manager. I was on hold for 15 min, hang up and called back explaining I was on hold for 15 min and do not want to be placed on hold again. I FINALLY get the manger on the phone. After telling the manger my grievances (I had to cancel my plans for tonight/wasted an entire Saturday/still don’t have a table) he stated he could do nothing to satisfy me and hung up on me. I have NEVER in my life been treated so poorly by someone I paid a good chunk of money too. I am currently trying to find the same table online and telling these people to stick it where the sun don’t shine. Over rated and overly rude. I will never recommend this store to anyone. Kindness beats crappy customer service...