ComplaintsforFactory Direct Furniture

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased an armoire early to mid May. A NEW ARMOIRE- until emptying armoire to move did I notice that it had stained everything inside it. I immediately took some of the items to the store to prove this. I spoke to ******* (some type of manager) & he ran off & had **** come out to discuss it with me. **** absolutely thought I was lying about the first set of stained boll & branch sheets I showed him ... actually smelling them & asking me if they were clean. He did nothing to offer me help. He's actually telling me I need to purchase a sealant & seal THE BRAND NEW ARMOIRE. He confirmed through his wholesaler it wasn't sealed & would stain items. What's frustrating is an armoire's intended purpose is to hold clothes, & the like! I've spoken to him on the phone & in text...I went into the store again today & he would not even speak to me! That's the final straw. I want him to refund my money for this item & return my deposit on furniture I have on hold there as I do not have a good feeling about doing business with a terrible store such as this.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Paid 3k for a bedroom suit. April 1st the bed was delivered and assembled ($175 add on fee). They built it incorrectly by leaving one (of 4) legs longer than the others, causing the leg to crack and break. A few days later, ** brought a used slat with a support leg and put the broken one towards my headboard (5 legs total now). Next weekend, one of the support legs, at the foot of my bed, fell down completely. 10 days- 2 issues. I called to request a refund and they told me I would need to pay 20% of what I paid originally, to restock it back in their store (if a refund was possible) which they said a refund was NOT possible. **** (who was rude over the phone), sent ** to “fix my bed” for the 3rd time. I asked ** for my packet on how to build / take apart the bed, and he told me “I think we threw it away the night it was built”.. which had me believing he did not have it that first night, because I had gotten an online version of the assembly hours after he drilled holes in my bed to “fix it”… I notice that I was originally supposed to receive 5 support legs, but they built it with 4. It also states only a Phillips screwdriver would be required for assembly, and that the slats with support legs were supposed to be screwed in the frame, in pre-drilled holes. It does not say to drill holes yourself for assembly.. I have videos of my bed frame before anything was done to it, and it shows no predrilled holes were there. I now have photos of where ** drilled screws from ******* (he left to grab screws as he “brought the wrong size”) into my wooden frame, and is now starting to split / crack, and are sticking out as well, causing a safety hazard, as I pricked my finger on the nail when I felt underneath my bed frame. I was wronged, and feel they did this on purpose, knowing they told me that morning “no refunds”, before drilling holes and splitting the wood. I would like a full refund. I have photo/ video proof of no predrilled holes & broken leg that I couldn’t upload.

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