American Freight Furniture and Mattress

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

I bought a mattress and a sectional during one of their promotionsI decided to use their finance option for the first timeI originally wanted to do the layaway, but was told that they don't do that anymoreI asked how long the payments were and was told weeks which is monthsTurns out if it's not paid off in months they add fees and interest which drags it out a yearBut the payment is auto deducted from my account so I don't have control how much or how quickly it's paidI get no statements to know what my interest rates are, the fees, or what I still oweYepBy the time I'm done I'll have paid twice what I bought it forAnd they purposely kept that from me because I asked before I signed anything

DO NOT GO TO THIS FURNITURE PLACE, INTEREST CHARGE IS 144%, YOU READ THAT RIGHT AND THE STORE IS FULLY AWARE OF IT THIS SHOULD BE ILLEGAL

On 9/3/I went in and put this dresser on layawaySales Number: ***, Receipt Number: ***Our salesman was ArchieWe made payments to pay the dresser off and then we were told it would be $to pay a delivery company, so we elected to rent a U-haul on 3/3/which was a total of $plus gasWe go to the store and pick up our boxed dresserGet it home and left it packagedWhen we opened the dresser it was broken! Very poorly put together and nails were bent and the top drawer doesn't close and wood hangingWe called American Freight and were put on the phone with a gentleman who we told we just want our $back, because it was clear they are selling junk! We were promised a check for the full amount, which would come from their corporate office, and were told so we don't have any expenses for their mistake they would have their men come and pick up the dresserThe man asked when a good time was to pick it up and we stated any day or time would workHe upd

Complaint: ***
I am rejecting this response because:

NO REFUND WILL APPLY....REPLACEMENT OR A RESELECTIONS. American Freight suggest if you feel the furniture originally bought is of poor quality than we suggest customer reselects.Heighten communications will not be dealt with by American Freight. OUR RECEIPTS SAY OUR SALES ARE FINAL. IF THIS FURNITURE IS DAMAGED THERE WILL BE NO REFUND BUT AGAIN A REPLACEMENT OR RESELECTION.**IF CUSTOMER HAS QUESTIONS OR ANY COMMENTS CONCERNING OUR SUB CONTRACTING DELIVERY, OUR STORE WILL BE HAPPY TO GIVE CUSTOMER THE DELIVERY CREW PHONE # AND CUSTOMER CAN CALL THEM.PLEASE NOTE: PICTURES PROVIDED DO NOT SHOW ANY DAMAGE.....PLUS.....THERE ARE NO PICTURE OF ANYONE WITH BED BUGS BITES.....WE SUGGEST CALLING THE MANUFACTURER AND DISCUSSING THIS ISSUE OF BED BUGS..... AND ANY SO CALLED BEDBUG BITES IDENTIFIED BY A PROFFESIONAL.NO REFUND.....OPTIONS TO REPLACE OR RESELECT!

This customer has received TWO NEW CHAIRS, FREE DELIVERY!!

The will be replaced for free today!! OUR APOLOGIES!!!

Once we receive ALL of our furniture that has been FULLY paid then things will be resolvedWe haven't received the dresser nor mirror that's why I rejected the last message

I purchased a reclining sofa with fold out table on 2/21/The frame is broken on two ends and padding wore out the foot rests all readyWe take care of our furniture, we do not have small childrenThe sofa is not good quality like we were informed it was at time of purchaseWe were told if we purchased an insurance policy through their insurance company "Guardian" that everything would be covered, we were handed a paper stated what it covered and it seemed legitNow that we have an issue the insurance company is finding all kinds of loop wholes to not help and American Freight just tells us to call the insurance companyWe paid $on 2/21/for what is now junk not do to anything we have done

On their website they have a photo of mattresses listed for $I sent my husband to the warehouse to get the mattresses that were in the photo and he came back with 2" in thick mattress topperI took them back and asked for the large mattresses that were in the photo and he stated that was just a picture of generic mattresses that carry in the warehouseI asked why wouldn't they put a photo next to the actual mattresses they were selling for $instead of random warehouse mattresses he stated he didn't knowI advised him that was advertising

MY father has a landline with a answering machine to screen his calls.my father called the business and went and picked up the loveseat himself today...and told them himself that there was no message or callMy father still wants compensated for his time and inconvienceWe are requesting the amount of the loveseat plus taxesSince my father already picked it up himself we are not asking for delivery chargesMy father bought the loveseat cash on july 26th and just got it himself today months and almost weeks later

They brought us a sofa and a chair that does not matchSo as it stands now we are still waiting on the correct replacement reclinerI do not want to close this complaint until I have the correct replacement furniture in my houseThis has been going on way too long

....customer has a box spring and if she doesn't care for it she is welcome to come back into the store and exchange itIf there is a price difference on another style, customer must pay this
Please advise customer that everyone must show respect!

We have explained to Ms*** that she is welcome to go to StPeters, MO location to either be refunded or to pick up the chairs!

I purchased a new Mattress for my grandson with a headboard footboard and rails...the mattress had bed bugs inside of them...I notice every time my grandson woke up he was scratching his back and legs at first it seem to look like mosquito bites but then they became so worst they covered the top of his year old back from shoulder to shoulderwhen his beding was changed he had blood splats from a bed bug fecal...Then I had a exterminator come review his bedIN FACT THE BED WAS THE ONLY BED IN THE WHOLE HOUSE THAT WAS INFECTED...This is the review from the exterminator: Inspected each room found live bedbug on mattress in sons roomFecal smears on sheets and mattressChecked other rooms no evidenceInspected living room furniture no evidenceTreated Sons bedroom for bedbugs, sprayed mattress and box spring with cross fire.the Charge for the exterminator was
399.00+= I WAS SOOOO disappointed and disgusted I have been shopping with them for years I even recommende

Our accounting records show this check has been cashed, with a signature of *** ***

I purchased some furniture on 4/22/Order #***We have a one years manufacturers warranty, well the frame on the love seat stating coming apart in the back of the seating areaWe filed a claim on 11/19/onlineNow the frame has gotten worse and is completely falling down, so we are unable to sit on the love seat, and the arm on the couch is now coming apart from the couch
I called the store #*** which is the store that I purchased this from and asked to speak to the manager on Friday 11/30/at 5:pm, I asked to speak to the manager and he said that he was with a customer and will be about minutes, so I asked if I could hold for himI was placed on hold then after a couple of minutes I was hung up on possibly by accidentI called back at 5:and Jerry answered the phone so I explained that I was waiting for the managerHe stated that he was the manager, so I explained what was going on with my furniture, so he checked in the back and said that they has this

New couch delivered in November Discussed with management at time of delivery (Jeff R***l) small tears in the "cuddler" section of couch Contacted Jeff by e-mail when I was not contacted by Jan 7th No response Called American Freight and spoke to new manager, David C*** Sent e-mail with couch pictures to David, he responded on Jan 26: "I received your pictures and will send them to the manufacturerSorry for the miscommunication, I will try to expedite this process for you." After not hearing anything from him, he requested forwarding my original e-mail that went to Jeff This was sent on Feb I have not heard anything from American Freight since that time, and multiple e-mails and calls have not been answered

Purchased a sectional through their branch in Clarksville TennesseeWhile purchasing the couch large advertising signs stating "same day delivery" The employee stated at time of purchase that, "our delivery company is extremely busy and we are only open hours todayIs it alright if it's delivered tomorrow on 3/7/16?" I stated that this was fine Meanwhile an employee was loudly swearing and complaining that he was unable to clock in, while there was approximately other customers in line and being helpedMonday at 6:00pm came and we had not heard anything from the companyI called American Freight and was immediately put on hold for 30min after an employee stated he would find out where my couch wasWhen the employee answered, he did not even remember he had someone on hold and stated "oh yeah uh whats the phone number on the account?" He then informed me that I would not be receiving my couch that dayI asked to speak with a managerShe stated that they had increased volume