American Freight Furniture and Mattress

I have an issueI put furniture on layaway and when we first signed up we were told it will be in stockWell we paid it off and they do not have it in storeWhen we were told always in stockTurns out they had to order it but will take a few weeks to get which is now not fair having I paid it offAnd left with no furnitureThey should not tell customers that it will always be in stockAnd now when it comes to delivery they can not even throw in delivery for inncovienceThey are quick to tell you something but then comes down to it being to get your money

First, they advertised same day delivery and financing for their furnitureI selected a set I hoped to receive the same day and was told near checkout time that a bed rail and side panel to a particular bed set were missing/damaged and that they would have to send those missing parts up to thirty days afterI told him I didn’t want that set if I couldn’t have it that night as they offered same day deliveryI chose another set, to find out they didn’t have it at that store but would send it out the next dayI agreed to receive it the next day even though it was a inconvenience as I needed a bed set ASAPI changed my whole work schedule so that I would be home earlier to receive my bed set and mattressI told them I would be home after 4pm and they promised I would receive itThey called me @5:30pm to tell me the furniture I out of stock and they would deliver it two days laterI said no this can not happen, I NEED the furniture before thanksgiving as I am having company over

I went in to American Freight to purchase a sectional on 4/617, in which it was a layaway contract for $On 4/6/I paid dollars with a balance of 869.79, on 5/16/I paid dollars which left a balance of 569.79, and on 5/18/I paid in full In addition on 5/18/a delivery was set for the same day in which I paid dollars for deliveryWhen the delivery came the delivery men ripped the bottom cover of the couch, and the bottom cover of the chaise and the corner seam on the chaiseI immediately brought it to their attention by speaking with the manager Ryan via telephone and taking picturesRyan stated they will swap it out with a new set as soon as possibleSo I was somewhat content, I got a phone call from Ashley on 5/23/stating that the swap out would be on 5/24/and asking would I be available and I stated yesOn 5/24/there was no swap out, no one came, and no one called so I called American freight ten minutes to 8pm due to them closing at

I am rejecting this response because: (1) the showroom mattress did not adequately resemble/perform as the delivered mattress (2) the original purchase price was for the mattress and box springs Current ads have the same mattress on sale for $so the price quoted of $would be the 100% cost of the mattress alone and does not represent even 50% off the mattress alone(3) quit misrepresenting the sequence of events - l even offered to bring the delivered mattress back to the store and do a side by side comparison to the showroom display in order to demonstrate how different the delivered mattress is So either Simmons quality control is ineffective and an escape of a "bad" mattress was what I received or advertised showrooms do not represent the actual product
Regards,*** ***

Ipurchased a dining room table on March I was told the table would be on back order for weeksThat was fine, until weeks came and went with no table and no communication from the store My husband called the location and was told a manager would call him back, a manager never didMy husband went to the store and was told the same thing, a manager never called backI called om 9/28/and spoke with our sales person who, once again, told me the regional manager would call me back in five minutesToday I called the store, no answerI called the corporate office and was given the regional managers phone numberI called and left a message, still no word backIt has been weeks since my purchase date and I am being given the run arounnd regarding a refund and the actual date my table will be deliveredAt this point, I just want a refund

This customer will be refunded!!

American Freight will be swapping out and replacing

The customer refund check was requested and I explained today that she would need to come in and bring the credit card that was originally used to be refunded back the other portion. She stated that she wishes to wait to process that portion until the refund check is made available. She
will do the entire transaction at that time I reassured her that the check was processing and that we will call her as soon as the check is made available for pick up

I reviewed the response made by the business in reference to complaint ID ***, and find that there were untrue statements, but I would like a full refund

I purchased a couch on Nov14,2015.The day before delivery they told me my sofa was damagedThey said they would loan me a sofaI was fine with the decisionThe week of Christmas they called to deliver my sofa which they didOn Christmas day I tried the motion sofa and I did not workI called them and they said I would get another sofaOn February2,I received the new sofa...same problemI called themThe manager keeps putting me on holdI called the main office in OhioI told them the problem she said she understood and would call them to find out what's going onShe said she would call meback and she didn'tI can't afford to spend $on a non workingsofaIt needs to be replaced again with a working sofa

I purchased a sectional in February
Paid cash and also purchased Insurance
In October I moved
I noticed on my sectional that the inner fabric was ripped
(where the cushions go) My brother explained to me that one on the kids stood in the sofa without the cushions in trying to place an object in a high place...that's when the sofa ripped
I sent pictures to Angel at shop 113, and he advised I need to contact Guardian the insurance company
I did this and was told my insurance does not cover this
I was on the phone constantly with these people back and forth
I was even given a phone number *** *** *** to contact Grace a regional managerThe number never worked
I was even written up for making personal phones too much at my job
I decided I needed my job more than the sectional
However after looking at all the monies I spent for a sectional that lasted less than a year , I decided I want my section replaced

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meAlthough their explanation for what took so long is not what we were told happened, they did finally deliver the upgrade and yes we did get to keep the damaged one but I was told I only get to keep the old one because their delivery people did not want to come get itI do not need anymore compensation at this pointI do want to say that regardless of what happened and why it took so long to get it delivered, American Freight should have communicated better with us throughout the processFurthermore, they need to communicate better with each other as I was told that the reason the mattress took so long to be delivered was because of "High Turnover" which means my mattress came in and was sold to someone else NOT that the manufacture had taken a month and a half to ship it to themAll calls with them were recorded, which they knew, so I know what they told my fiancée and IIn the future, the people working there need to communicate better about what is coming in the shipments to avoid selling a mattress to someone when that mattress is for someone else if turnover is why it took so longIf it was because the manufacture took long, then they should have told me that not told me that it was turnoverSo, even though they resolved the issue finally, I will not do be doing any further business with American Freight

I would not recommend buying furniture here, but if you do, make sure to bring your own tape measure! Apparently they are difficult to useMy boyfriend and I came into the store one Friday and decided to buy a couch/loveseat set for our living roomI told the employee multiple times that it needs to be delivered in the afternoon the following day as Ill be at work and my boyfriend has a prior commitmentWe were told no problem; the store doesn't open until 10am and the drivers will call an hour or two in advanceI'm sitting at work (about a half hour from my house) when I receive a call from the delivery men that they are minutes away....its 9:20amI have to leave work, rush home & make the delivery guys wait for me to arriveThe delivery guys (contracted by american freight) explained that what the employee told me the prior day was totally incorrectThe STORE opens at 10am but they start delivery at 8amHow does he not know this?
Anyways, the couches will not fit through our doorway and I have to return to the store for an exchange of smaller couchesLet's not forget, I just paid these guys $($+ tip) to not deliver anything I once again meet with the same employee and give him the dimensions that will fit through the doorwayHe agreed to exchange the first set for a sectional at no additional costThe width of this new couch is 27" according to said employee and will definitely fit through our doorOnce I get home, I receive a call from him concerned the couch might be too big after allHe states the width is more like 28" and that makes him nervousWhile I'm on the phone with him I measure the doorway...its 29.5" with the door on...shouldn't be a problemOnce again, the delivery men bring the new couch and IT WON'T FIT THROUGH THE DOORThe couch is 32" wide I have to pay them another $and our living room is EMPTYMy boyfriend gets on the phone with the employee who is pointing all of the blame at me -- "I told her they wouldn't fit, I warned her in advance." I had to explain multiple times that he gave me a dimension...that's why I told them to deliver the couchesHe measured the couches TWICE and was still off by 4"? I am fuming at this pointI go back to American freight AGAIN to get my full refund for the couchesSo basically I wasted my entire day and lost around $(hours missed at work + delivery fees)I called Corporate numerous times, trying to get at least one of the deliveries fees refundedThe customer service rep advised that delivery fees are nonrefundable, it says so on the receiptMeanwhile, one of the workers in the store told me specially to call and ask for a refund?? I am demanding to speak with someone elseThe customer service reps assures me the VP will call me to discuss the matterDo you think he ever called? NopeSave your time and money and go elsewhere

They did not consistently tell us this nor tell us it would be delivered free of charge. It was not until I filed this complaint and contacted the corporate office on12/7/15 that I began to get any resolutionThe store contact person has not effectively tried to resolve this matter in a timely manner or ask for assistance from upper management or the regional office in how to resolve it, Instead he consistently put us off and never responded by calling to let us know what was going on nor offered compensation for delivery fee that he was suggesting that we pay againThe regional store manager has worked with us and hopefully this will be resolved by Friday the 11thUntil we receive our furniture and damaged or defected items are replaced, this is unresolved

In the store itself I was helped by some of the best salesman They weren't pushy and gave me optionsWhat sucks is they don't tell you upfront that they don't have full sets of furniture there in the store until you are ready to buy, then when you are finalizing it the break the news that they are missing items and it will be about a month till they get those items In addition the delivery service makes the whole process even worse, you have to pay the drivers cash and items show up broken and abused and no one cares at all and it's a headache to get things corrected The drivers don't care if they make it on time or even if they show up at all and I spent a whole day at home waiting and never got partner my order that is coming at different times and expected to get between $35-$cash each timeAll in all I don't recommend shopping here because they don't value the customer at all and it's just sad

MOTHER PURCHASED MATTRESS AND SPLIT BOX SPRING SET FROM AMERICAN Freight Furniture and did not received items specifically purchased
called manger and manger stated he would provide items that my mother purchase on 07/10/ Have not received items and still getting the run around

The store # is ***American freight is the store nameThe name under the purchase was "*** ***"
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me
Regards,
*** ***

We have already resolved the problemThey decided to upgrade my mattress with no extra charge which was appreciated but the receipt not only states all sales are final, it also states that you may return with a receiptThe sales associate also made it clear that there would be no problem doing a return if need beThey are very misleading to their customers because they just want the saleEven though it has been resolved, I will no longer do business with them, nor any of my family or friends plan to after all thisThanks for your time and help

Mrs*** was offered a $refund for the inconvenience and free delivery

To begin with the first issue I encountered with this business, I picked up of the items I purchasedUpon arriving to my home and unwrapping the couches I received the love seat and one of the two pieces of bingo piece sectional instead of the sofaI called the store immediately and spoke to Wes, the manger at the time, who also was the one who I completed the purchase with, to explain what happened and he told me I could go back up to the store return the sectional piece and get the correct oneI explained that I am a women, with no family and had asked a favor from a friend to pick up these couches and I did not have him available to bring the incorrect piece back and pick up the correct oneAs a company error I asked if they could pick up the incorrect couch and deliver the correct piece I purchased, Wes stated that it wasn't possible since the delivery company is via a third party and that I would have to pay for this serviceI have been working in customer service my whole life and didn't understand how this being a company error required their customer to pay the consequences, literally come out of my pocket and payAfter several back and forth argument with many rude, negative, no concern conversation with Wes, I realized he just wasn't getting the point and I asked if there was someone higher than him I could speak to because I was sure they would understandHe proceeded to give me Gordon's number who he said was the regional manager and stated I could call him but he would say the same thingI proceeded to call Gordon, he did not answer so I left my voicemail stating I had a purchase from the Mobile, AL location I had an issue with and I requested for him to call me backTill this day, I have yet to receive a call back from GordonA couple of minutes later I received a call from Wes, that the gentlemen who packaged the wrong sofa piece was going to pick it up from my home and deliver the correct one with his own truck and that he would no longer be working there after that day because that kind of stuff cannot happenTo the packagers defense, the piece of the sectional I received was the same model as the sofa, so it was a easy mistake to be made, I was never upset that I received the wrong piece as mistakes are made, but the way that this man handled the whole situation and on top of that never getting a call back from the regional managerThe packager called me when he was on the way to my house to the time he delivered the furniture, he must have apologized timesIt says a lot when the bottom of the chain at this location has more customer service to apologize and acknowledge his error than the top of the store personnel who is labeled as the manager who not once gave me an apologySince then I was told that he was promoted to regional manager in Texas, that is absolutely mind-blowing when all of your stores personnel thinks so poorly of himMoving on to my current issue, still pending resolutionOn the same day I purchased the sofa set, I had been looking online at the inventory available and wanted the Amelia dinning room setAfter purchasing the sofa's at the checkout counter I told Wes I wanted this specific piece he explained they did not have it available at the store and would have to be orderedThat was fine with me, upon asking how long it would take he advised approximately weeksAfter calling time and time again to check on the order, on April 18th they advised that my order was in and ready for pick upI was able to get a friend's help to pick up the dinning room set, as my friend was strapping down the box that had just been loaded into the truck, I was talking to the employee about how glad I was to finally have this to complete my purchase with this company, he was aware of the previous situation I had experienced and said, "yeah the dark wood and leather will look really good together with your sofa", I looked at him confused and said "This table is a distressed white and I am pretty sure there is no leather on this table?" he said "oh yeah there is the seats are and its definitely not white"At that moment I honestly could not believe that there was a possibility that I had the wrong dinning room, I thought he was joking with me or I must be on a hidden camera TV showAfter he checked his packing slip, it was the one he was referencingAt the worst I thought they accidently loaded the wrong one and I was glad we caught it in timeI was wrongUpon going to the counter they pull up my order and see that this was the dinning room on the receipt that was ordered and no reference of the Amelia dinning room setLuckily, there was an employee who remembers me and when the order was placed he assures that I did order that one, after looking it up several times they realize the original order was voided and reentered without a note of the Amelia Dining Room setI am not sure what happened from the time the order was entered and I received the receipt attached for proof, to the time I picked up the wrong dinning room, because no one was able to tell me, as the original order receipt was no where to be foundFrom what I pick up when the voided order was reentered for whatever reason that was they did not add the note on the bottom under "instructions" so no one knew to place the Amelia on the truck instead of the pendwoodThe explanation I received from Wes of why the Pendwood was rang up instead of the Amelia on the original order was because the Amelia was such a new model it was not in their system yet, so he would ring up this one which is for sale for the same price, write Amelia under the instructions and call the warehouse to let them knowThat to begin with is so odd considering it is for sale online, but I didn't care how they did it I just wanted that dinning room setAfter leaving the store that day, with yet again another issue with my purchase, I honestly wasn't even mad anymore as I was with the sofa situation I was just in disbelief, I honestly thought it was a big jokeI never received a resolution when leaving the store that dayLT the manager who took over Wes' position told me he would call Gordon directly because this had to be dealt with by corporate, I advised him to seek someone higher because Gordon had yet to return my phone call, he said he would take care of it and call me back, I never received a callI asked an associate to write down the stores email address so that I could send them proof of the original order receiptUpon sending the receipt to the email address provided, I received an error message back that the email address was incorrect, so I call the store, speak to an associate who didn't know how to help me so he would do some research and call me back, I never got a call back.I called again to follow up with the same inquiry same story, once I received the call back from LT he tells me he has to call Gordon because this has to go through Corporate, this is was told to me weeks ago when I went to pick up the dinning room setToday is the 55th day from the purchase date that I have yet to receive what I have already paid for and the 28th day from the time I walked into the store to pick up the dining room set that was incorrect and to be corrected but have yet to receive a resolution or an action planThis information was also submitted May 4th, days ago to the [email protected] email address and the online "contact us" section on their webpage which I was told would reach headquarters and again have not been contacted onceI have proceeded to file a claim/dispute with my bank to get my money back for a product I paid for and have yet to receive