American Factory Direct Furniture — Local services in Long Beach

4th update 7/19 they delivered a new sectional. Once the tech came to establish the frame was bent, it went rather quickly. My conclusion is the issue is not lazy boy, not all the fault of American factory direct, but definitely the warranty company 5 Star Services. They were the communication issue, never responding to emails, never returning calls, etc. my advice to anyone considering purchasing a warranty for your new furniture is ASK questions!! Make sure it is NOT through 5 star. I hope AFD has decided to recommend and sell a different warranty company. After all, they are the ones selling, making commission and actually not being honest as to the integrity of 5 star but hopefully this review will change that and help people to not have this same experience . Due to the fact the store manager was quick to respond to emails, and actually did do what I think was in his power to move this along, I changed my review to 3 stars. Thanks Jake for making a bad situation better by being supportive of our issue. In the end it was fixed.. just should have in no way taken 6 months.

3rd update and over a week since the last time we spoke to Jake who told us he would check on an update. No word from 5 star 3 1/2 months later.. still waiting on a tech to get enough service calls in my area to come out. Would you have purchased this scam of an insurance from AFD if you knew it would be nearly 4 months with a broken couch and not a single person who can tell you a single date or time it will be fixed ??

4 in 2 weeks of 2nd update : May 17th. Spoke to store manager Jake 2 weeks ago who said he doesn’t have much pull with the insurance company but will try and reach out to them. Still have heard nothing back. I’m at the point of reporting to BBB because I cannot get anyone to help me . I paid for insurance, and nearly 4 months later have to live with a broken sofa. Who owns 5 star warranty claims ? Why does AFD get to place all of the blame on them, all the while THEY sold me the insurance, THEY received a commission from it and THEY guaranteed its credibility !! Stop using them if this is the way your loyal customers are being treated!!

Update, it is now May and 0 response from the warranty company, claims it’s still in processing!! Unreal!!

I purchased the insurance they tremendously up sell as being so wonderful to deal with. When the frame on the chaise part of my sectional broke, I had to use the warranty. I placed my claim 1st week of February, it is the end of April. My claim # states it has been in processing for 3 months. No one in customer service helps me, or speaks understandable English. American factory direct needs to either guarantee the insurance they sell is worth a darn or don’t sell it! I feel I was lied to for a commission and I will keep this in mind when making my next furniture purchase. Do not use 5 star warranty services!!...

This business does not tell their customers the truth. My fiance and I ordered two couches on July 6, 2020 with an expected delivery date of the end of July or the first week of August. At the end of July, with no furniture delivered, we called back only to be told that our order had been "pushed back" to August 10. We called back today and were told that the order had been "pushed back" again to three weeks out. The salesperson had told us that our furniture was in stock at the Covington warehouse and we should have no problem with delivery. When I called the manager Derrick was not available. I was told he was on a conference call, this was 11 am. I was also told that he would call back immediately after lunch. I waited until 2:00 and called back. I was told he was still on a conference call. NO ONE is on a conference call for over three hours! Finally, at 2:30 he called back with the bad news. DO NOT do business with these people. I guess they expect you to sit on the floor for two or three months while they get their act together. We should not have been told that the furniture was in stock if it was not. I will NEVER do business with this company again and will recommend to my friends and family that they conduct their business elsewhere. Poor customer service, no communication and lack of concern. Their middle name is "pass the buck" to someone else. I would have given them zero stars but couldn't post the review without giving them at least one. That is one more than they deserve.

UPDATE August 11 2020

I hope that the owner reads this review as they responded to my last critique. I contacted Don trying to work out this situation. He offered to deliver me a set with a couch and love seat, not two couches that I originally purchased. These were FLOOR MODELS! His solution was to offer me a smaller piece of furniture, not new (floor model) and knock off a little over a hundred dollars. These people are CLOWNS! DO NOT DO BUSINESS WITH THEM! If, as the owner, you are reading this update, I would suggest that you hire new management as they obviously don't know what they are doing.

UPDATE September 1 2020

Just an update to my previous reviews. Don, the general manager, never returned my phone call from August 11, 2020. My fiance and I went to Rooms to Go in Gulfport and picked out furniture that was delivered in five days. They had a tracking app which let us know exactly when our furniture would be delivered. The delivery men were professional and courteous. My suggestion would be that if you are interested in working with a business that actually CARES about their customers, that you go to Rooms to Go and deal with them. The prices are comparable and they respond to your phone calls...

We purchased a loveseat & sofa in January. We have had nothing but problems both w/the staff & the furniture. We financed through the store credit company. A week after the sale “Beverly” called to tell me that we were undercharged for the set. I told her we were not going to pay the difference as it was their negligence regarding the charges. She got EXTREMELY RUDE and the conversation quickly escalated. I asked for the manager to call me back. No call. I finally got a call back from Derek (store manager). He assured me he would take care of everything. The first statement I received had the difference in charges applied. Again, multiple phone calls re: for Derek to return my calls. Then I found out that Beverly did another credit inquiry without our consent. Derek did finally return my calls after FIVE attempts. He assured me he would take care of the charges. Next statement-no surprise. Charges were still on there. After three months the charges were finally taken off.

Now to the furniture. We had it just shy of two weeks & the motor on the couch went out. Called the warranty company to file a claim. I was informed that any problems w/in the first year were handled through the store. It took right at a month to get a technician out here. He said he was going to order & replace w/a new motor. Another month went by before he was “available” to come out to replace the motor. Meanwhile one end of the loveseat quit working as well. He was able to get it operational. And here we are again. The couch is not working & only one end of the loveseat works. I put in a ticket FIVE WEEKS AGO to have a service call. The tech called me & again said he was going to order new motors & new toggle switches for the furniture. He sssured me as soon as the parts came in he would be out to fix the furniture. Not hearing anything back I called the tech directly. He told me he was going to check on the parts & get back to me. NOTHING’

I asked them to just come get the furniture & issue a refund. I was informed that due to Covid they would not be able to do a return. Monday morning I’ll be calling again in yet another attempt to get the set serviced. I’ve been more than patient.

It’s really unfortunate b/c the store has beautiful furniture & we had picked out a dining set which we were planning to purchase. I will not deal w/this company again. There are too many businesses that value customer service & this one absolutely DOES...