Northeast Factory Direct Furniture & Cabinets — Local services in North Canton

Beware of delivery company horrible service!!! I ordered furniture from Northeast Factory Direct; couch, dinning room table with chairs, dresser and nightstand. They used Fidelitone as the delivery company with delivery date of October 24, 2024. There was significant damage done to my original oak hard wood floors. In addition there was scratches on the top and legs of the dresser. The two deliver people scratched and scuffed up my floors in the living room, dinning room, hallway and bedroom. I made a damage claim with Northeast Factory Direct on October 24, 2024 and received email acknowledgment from Fidelitone on October 25, 2024. On October 29th I sent several pictures and videos of the damaged floors. I did not hear back from anyone until December 4, 2024 requesting I provide them with two estimates with a 3 week timeframe as they like to close claims timely. There was no way I would be able to comply with the timeframe as it was around the Christmas Holiday so I was granted an extension until January 2024 at my request. Estimates were sent January 28th with email confirmation from Fidelitone on January 29th. On February 5th Fidelitone contacted me inquiring if an Independent Contractor had been in touch at the request of the Location Manager. I advised them I had not been contacted by anyone. Fidelitone was to follow up with the Location Manager. After a few emails and texts an appointment was set up on February 12th for February 28th. I had to use PTO time so the independent contractor could look at my floors. I did not hear back from Fidelitone until April 1st advising me they do not contract with any specific repair firms or choose which repair firms to complete work in the clients’ homes, however we would like to propose extending a cash settlement offer to you. I do not feel this cash offer is fair and have been pressured through a few emails to accept within 3 business days or my claim would be closed due to lack of activity. How can you close my claim due to lack of activity when I have been in constant communication? On May 15, 2024 I started communicating with a Manager title of Last Mile Claims. Which I have been told they are trying to obtain the estimate from the Independent Contractor. Forcing someone to settle on an amount they do not agree with is an unfair trade practice and warrants a complaint be filed with the Federal Trade Commission. Hardwood floors can only be sanded down 2 or 3 times before needing to be replaced. The overall life of my floors have been diminished by needing to refinish ahead of schedule which I should be compensated for fairly. This happened 8 months ago and still no resolution. Do not buy from NorthEast Factory Direct or allow Fidelitone to delivery anything. Since the first initial claim was made in October 2024 I have not heard from anyone at NorthEast Factory Direct even though I have copied them on several emails sent to Fidelitone. Northeast Factory Direct contracted this company to delivery furniture and do nothing to help resolve issues when they arise. Both companies need to be held accountable for the damage that has been done to my floors. I have attached a just...

The delivery service was deplorable and I cannot seem to get in contact with a single person who is interested in making this right.

This was our third order with Northeast Factory Direct and up until now we have been telling everyone how great the store is, how easy shopping there is and how high quality the furniture is - but no more.

When the delivery drivers first came to my house, they only showed up with half of my order. My nightstands were nowhere in sight. I was assured that the team would be coming back with the rest of my order "by 4:45." So they left. And the day dragged on and I didn't hear a single word from them. I had to reschedule a meeting to make sure that I was available for the team whenever they decided to show up. Cue 4:11 p.m. when they called to advise me that they were 45 minutes away with my order. At that time, I told them that I had to leave my home by 5:15 for a family event. And I asked if that would be enough time to arrive and complete the delivery service. They assured me that it was.

5:20 rolls around and the delivery crew hasn't arrived and hasn't called to notify me of a delay. So I called the driver back on the line he used to contact me. He lets the phone ring two times and hangs up on me. So then I call customer service and leave a message saying that I need to leave my home, I will be unable to accept delivery and that I will need to reschedule. No one calls me back. And at this point I'm already late for my event, and I had to coordinate another ride for my mother to arrive on time. So I leave. At 6:20 p.m. more than two hours after the first phone call the driver begins calling and texting me that he is at my home and asking me where I'd like him to leave the rest of my delivery. As I mentioned, I was at a family event and unable to answer. So instead of being reasonable and taking my delivery back to the warehouse, the delivery team decides to unload my two nightstands in the driveway, take a picture and text me to confirm delivery, and then leave.

My fiancé and I don't get home until after 8:30, at which time we have to find a way to move the nightstands around our house, up two flight of stairs and unbox and set them up. In the dark. Not to mention the fact that my delivery had someone else's delivery slip tucked into it.

So to recap. I paid $150 for "white glove service" to take a work from home day, reschedule essential meetings, be lied to by a delivery team, be forced to be late for a family celebration, have my delivery dumped outside my house, have to lift and navigate the nightstands into my home in the dark, and still be stuck with all the trash that the delivery team was supposed to dispose of. What. a. deal.

I expect a call from the manager. I left a message with Kevin at the North...

Editing my 1 star review to a 3 stars but will leave original feedback below. The nightstand was replaced, however only after I posted a 1 star review. If I hadn’t posted the review who knows how much longer it would’ve taken.

Original:

I bought a bedroom set from Northeast Factory Direct and had it delivered a week later. After setting everything up, one of the delivery guys mentioned that a nightstand was damaged, took a picture, and told me to call the store and get an exchange that same day. I inspected the nightstand and found that a wood support piece on the inside was completely snapped in half and the back board was also damaged. No big deal, as everything else I ordered was in great condition. I called the store, and whoever I spoke to said to take some pictures and email the over for review. After sending the pictures, I was told that a service member would reach out to me to either "repair" (red flag) or replace.

A week goes by and I follow up, they again say they are intending to replace it but are waiting approval. Keep in mind, this is a $200 nightstand, a small piece of a $2,000 purchase, and shouldn't be a big issue to swap out. It is now almost two weeks later and I still haven't heard anything from the sales person or the service department.

I did also notice when the delivery guys were bringing in my nightstands, one was in an Ashley Furniture box, and one wasn't in any box at all. I'm assuming now that Northeast Factory Direct intentionally gave me a damaged nightstand and were either 1. hoping the delivery guys wouldn't mention it since it's somewhat hidden or 2. the delivery guys wouldn't notice the...