American Freight Furniture and Mattress

We offered a $200 free upgrade on a reselection and the customer accepted and it has been delivered.

OUR LAYAWAY POLICY STATES:
"American Freight does not represent to hold the merchandise at the sale location once the account is opened but will guarantee the price. We request a minimum of for weeks notice prior to pick-up or delivery of your merchandise to ensure your order is in stock"
As with any merchandise sold in any store all purchase must be paid in full in order to take home. If the customers purchase is not in stock of time of paid in full we have 4 weeks to get it in stock or customer is refunded.
This customer has been refunded and we apologies that this customer did not understand our layaway policy!

Called customer.  Explained we give manufacture up to 4-6 weeks to respond to the claims.  Explained process of warranty claim.  Explained why we don't take the sectional back.  Customer is fully aware of situation now and satisfied.  We will call customer when credit comes...

in to furthermore provide quality customer service.  Also, told customer to go on our website and find a set she likes so we can start working on getting it in for her.

We have called [redacted]. We have responded to his email. AF is going to send the picture sent to us by [redacted] to the manufacturer to see if we can get this replaced. If this customer wishes to send more for his cause please do it soon.
This customer pulled and there was breakage...non the less AF...

wants to see if we can replace it by sending picture of this damage.

This customer has agreed to reselect.

Nick from Mishawaka left her a message on Monday and I left her one on Wednesday.  She spoke to him last night and responded to my email today saying she was going into the store to reselect.

This customer has been replaced.   American Freight apologizes for any inconveniences!

This customer has received his refund. He came to the store and picked up his check, this has been recorded His check came within the 7 to 21 day period that he was explained by our store manager. PLEASE NOTE: Our corporate office has no record of a call from this customer.
CUSTOMER HAS...

RECEIVED HIS REFUND

I never asked for a replacement nor use foul language toward anyone at American Freight. I ask for my warranty to be honored or my 199 back. Guardian wanted me to sign a waiver to clean my furniture which is under warranty. A waiver stated they would attempt to clean but if the spots don't come they would not clean again or replacement which is apart of my warranty. This company represented this warranty and sold me this warranty so they are who has my money I except to get what I paid for or just return my 199. Then we would have no further business with each other.

This customer was offered a $150 up grade to chose another sectional, free Fabric Protection if he waits or a total refund.  American Freight has only floor models at this time and the sectional originally ordered is on back order with no date given yet by the...

manufacturer.

American Freight will be replacing this mattress. This will a final replacement.

American Freight has received the Quote from Mandy's Auto Repair for $398.51 sent to us from this customer.  This customer has alleged that our warehouse employees  at the Tampa, FL location damaged her vehicle  in the process of loading and securing a mattress set to...

customers car.  In good faith we gave this customer $100 for this damage because customer told us the price of the piece broken was $100.  This customer now is claiming there is more damage, henceforth quote sent from customer.  American Freight will pay $298.51 of this quote because this customer has been given $100 already.  This check will be sent to the store with a settlement agreement customer must sign before taking the check.  Our store will call the customer when check arrives to the store.American Freight apologizes for any inconveniences and if she has further questions, she can contact Customer Relations at [redacted].

I would love to receive my refund as they said, spoke to them last Tuesday, 1/10, the girl I spoke to said that my check was being overnighted  to the store so that I could pick it...

up. Went Thursday 1/12 to pick it up and it still wasn't there. Just called them this afternoon, 1/19 and the check has still not arrived at the store. Incredibly frustrated with the response, clearly the check was not overnighted if over a week later it is still not there. I wasted one trip down there already and not sure what is taking so long, has the check even been sent or did they lie when they said it was being overnighted??

This customer will be refunded. This customer has been called by our store manager

We will put a rush on the refund check...and send it to the store for signature and pick up. We will call this customer when the check comes in and she can bring the lamps for this exchange.

This customer will be replaced ASAP and we apologize for any miss communications!

this is ridiculous this company has my money and they will not return it. I do not want their furniture or their services they are crooks and liars

A manufacturer does not issue a refund to a customer they issue a store credit for a replacement to the store for the customer!!
ON OUR RECEIPTS IS DOES NOT SAY--defective furniture is refundable with receipt. Please have customer re-read receipt...refunds on layaway payments can be refunded with in 10 days, layaways that have been paid off and cannot come into stock/inventory within 30 days can be totally refunded. PLEASE HAVE CUSTOMER RE-READ HER RECEIPT...AT BOTTOM OF RECEIPT---EXCEPT FOR PROVIDE ABOVE (PERTAINING TO LAYAWAY REFUND POLICY) ALL SALES ARE FINAL!
This customer has had her furniture since Nov of 2014, 10 months, it cannot be returned for a refund but can be returned for a replacement, a reselection or store credit. AF did a claim to have this damaged furniture replace and IT WAS APPROVED BY THE MANUFACTURER FOR REPLACEMENT NOT A CASH REFUND.
PLEASE ALSO EXPLAIN TO MS. [redacted] that she must be respectful when calling to all and any employees at AMERICAN FREIGHT or we will cease in doing any business with her at all!
THIS CUSTOMER WILL NOT BE REFUNDED BUT CAN BE REPLACED, RESELECTED OR STORE CREDIT. PLEASE HAVE HER CALL AF UPON DECIDING HER OPTION....SHE WILL NOT RECEIVE FREE DELIVERY BECAUSE SHE PICK IT UP ORIGINALLY....IF SHE WISHES TO HAVE IT DELIVERED SHE MUST PAY FOR THE SERVICE WHICH IS $75--which has been discounted for her!! AMERICAN FREIGHT IS ENTITLED TO THEIR POLICIES, THERE WILL BE NO REFUND!

Store spoke with customer today, she is either going to reselect to another chest, do to it being out of stock or we will refund the customer.

I reject this response...

based on the fact that the store did not even have a single option at the La Crosse location for the $398 price. False advertisement for the local store. May have had options for other locations, but not for the La Crosse!
I am rejecting this response because:
Regards,
[redacted]