Stuart F.
Utter Apathy
I purchased two recliners from American Factory Direct on Labor Day weekend (September 1st, 2025). After we hesitated on the purchase, the salesperson told us the delivery would be only “a handful of weeks.” That statement was a key factor in our decision to buy. It was also untrue. As of December 1st—three months later—I have still not received a single proactive update from AFD. In fact, the store has never contacted me once in three months. Every piece of information I’ve received has been the result of me repeatedly calling them. Each time, I’m given vague, shifting estimates, and when those estimates predictably pass, I’m met with indifference and zero accountability from staff. The lack of communication and responsibility has been shocking. No one can provide a real delivery date. No one follows up. No one takes ownership of the problem. To make matters worse, when I posted a factual negative review on AFD’s Facebook page, the review was deleted and I was blocked from posting further. Instead of addressing the issue, they chose to silence feedback—an extremely concerning business practice. I have now been paying monthly for furniture I have never received, with no clear timeline, no transparency, and no effort from the store to resolve the issue. Given the false delivery promise, the complete absence of communication, and the removal of my online review, I consider this the worst consumer shopping experience of my adult life. I am formally requesting a full refund and asking the BBB to assist in resolving this matter, as AFD has not acted in good faith or upheld basic customer service standards.