American Factory Direct Furniture — Local services in Lafayette

Ok, my wife and I purchased two tables, sofa, love seat, and mattress from this business (Lafayette) a little over a year ago. Within that time frame, I’ve had to file three warranty related issues with AFD regarding the couch and live seat.

First off, the selection and salesperson on the day we purchased the items were great. No complaints there at all. One of the items was not in stock at the time, so there was a bit of a wait, but that was explained at the onset and I was very good with it.

First claim was made within three months. One of the love seats cushions completely collapsed. I went online a filed a claim. They responded to me and advised me that a new replacement cushion would be forthcoming.

Second claim was made due to workmanship issue. The back of the sofa was loose and I never noticed it, but my wife did. When I checked it, sure enough, loose. Note that we are not rough on furniture and our last set lasted us almost seven years. I filed the claim and no one reached out.

After not hearing anything for several months, I refiled the claim about the workmanship. About a week after, I was contacted and they started talking to me about the couch cushion and how there was a supply issue, etc., etc….

I told them about the previous second issued and they said they’d have someone come out and inspect the sofa since I couldn’t send them pictures due to it being structural and I’d have to take the thing apart and risk more damage, but the guy who performs inspections was not in town. They also said they would call me to set up an appointment the following week.

Result: three claims; no new cushion after approximately nine months; no call to schedule the inspection. Mattress and tables are doing quite well, though, so there’s that.

Side note as of this writing: still no new cushion (over a year now) and the inspector never came to inspect the piece and no communication from the company.

Update: I have filed a fourth claim with the company now that the love seat is beginning to get wobbly. Again, these items have not been abused and are used as they are intended.

Update: A technician came over and fixed the problem temporarily and the technician stated that he would have to come again to make a permanent fix. I understood that, but he never came again.

Update, again: Just filed a fifth claim because, you guessed it, the sofa and love seat are coming loose again. Also, almost a year and a half and still no cushion replacement for the first warranty claim filed. This is getting ridiculous.

Update, yet again: Just received a call from AFD and they stated that they cannot help me because the furniture is now outside of the one year manufacturer's warranty period, but the new core for sofa's back cushion is available (only after nearly a year an a half). I asked if they are strict adherents to the warranty, then why did they send a technician in December last year. Their reply was that they did it out of courtesy.

Everything I have brought to AFD's attention has been and continues to be an ongoing problem. The people that I speak to are very nice and professional, but the problems still persist. I have asked to escalate this to a higher level and was told that the manager is not in the office (shocker), but I will be contact when they are available.

I asked if AFD stands by the products they sell and was told that they do. If that is the case, then fix the problem. I will never do business with AFD again and, if asked, will tell others to go somewhere else.

Please note that this has been problem that started about two or three months after getting the furniture. At no time have I requested anything from AFD except to fix the problem that appears to persist throughout this ordeal.

Very disappointed, but I will stick with one star review due to it being the lowest rating that I can provide and the fact that everyone has been very nice throughout this process, so that deserves something.

There's a new update to this adventure. Look for Currie Rankin in...

Please note that I would have added this to my initial review under Det. Currie Rankin, but I apparently exceeded the number of characters allowed. For further information please read that one first then this one.

Well, I need to update on this ongoing adventure with AFD. I spoke with someone who was able to make a decision and we both agreed to have the items picked up one at a time for repair. Full disclosure, to get to this point I had to call the corporate office (twice), e-mail them through their website, spam their FB and IG accounts with my review, contact them through FB messenger, and make a report to the BBB. As scheduled, the sofa was picked up first and I was told it would be a 5-7 business day turnaround, which was agreed upon.

On May 22nd, I was contacted by the warranty department who told me that the sofa was ready to be dropped off and the love seat picked up. This was scheduled for May 25th.

On May 25th, the truck arrives to pick up the love seat, but, and this blew my mind, THERE WAS NO SOFA!!!!! Also, the core to the cushion that is a year and a half in waiting was not delivered.

I call the local AFD and was told that the sofa was in the warehouse - wherever that is - and also told to keep the love seat at my house, which is a no brained as I would have no where to sit in my living room.

I didn’t think that the comedy of errors in this whole thing could amaze me more, but I was mistaken. This is, by far, the most exceptional example of business idiocy I have ever had the displeasure of being a part of. Absolutely appalling and easily avoidable.

Now we wait for the response and, most likely, another...

I initially called American Factory Direct Furniture in Lafayette, LA to make an inquiry about the measurements of a dining room table set and Jesse Breaux answered and assisted me. After the call Jesse took the initiative to text a picture of the measuring tape to and table/chair to confirm the measurement he gave me. That won me over immediately before I even formally met him. I went in to the store that following weekend and when I walked in Jesse just happened to be the Salesman who greeted me. After a brief introduction, I explained that I was the lady he assisted on the phone regarding the dining room table with the bench. I walked around the store to look at other dining room tables and chairs and ran across the Tremont dining room table and six chairs. I had previously seen the set in the Baton Rouge store as well. I left the store that day still undecided. Before I left, Jesse gave me his cell phone number and told me the sale was going to be ending soon. I told him I understood and I would call or text him to find out what the sale was when I’ve decided on which set I wanted. I did just that and he quickly responded and sent over the sale information. But on last Wednesday without me reaching out to him once again he took the initiative to send over the sale information via text to me. I called him and told him the prices looked good for the table, chairs and the bar stools. He gave me a guesstimate of the cost including taxes and setup and delivery. I went in on Sunday to complete the purchase and Jesse’s guesstimate wasn’t that far off. From start to finish Jesse was an AWESOME...