American Freight Furniture and Mattress

Complaint taken via phone from consumer by **.Customer bought a futon from the American Freight Store located at Northfield Rd, Unit 10, Northfield, OH, approximately - months ago, paid $plus tax for the futonCustomer also purchased an Extended Warranty for another $ Approximately -months after purchase, a spring on the futon broke while son was sitting on it Customer called American Freight, along with sending pictures of the futon and was told that American Freight would send the pictures to the Warranty companyCustomer has asked to speak with the manager, was told "I am the manager."  Manager told customer that he would contact warranty companyCustomer has called company numerous times to try and get matter resolved, but has been told they have not heard back from warranty company. 

The claim they aproved in april was not what I picked out so I wrote refuse this not the matress picked please call me ,no one contacted me on june I call juan and was told he had to see whats going on I then wrote the Revdex.com end of july they contacted me ,juan gave me a number saying I need call them and file a complant I called still no contact ,they have giving me nothing but the run a round not to mention munipulating and ignoring me from april until now they took my money , I also wrote a letter in detail

American Freight would be happy to replace or just replace the piece. Please have customer bring back to the store so this exchange can be made. If you have any questions, please call the store manager

American Freight has investigated this complaint. After two months of sleeping on this mattress customer wanted to return it and be replaced. We explained to this customer our sales are final which is also written on his receipt, especially on a mattresses! We cannot have a
customer tryout out a mattress and after months of sleeping on them decide he does not like them and just want to return it. Nonetheless in good faith we offered a good deal on another mattress he wanted which was the Glendora King. We told customer we would sell it for $plus the warranty and could give this deal because there was a small tare in the mattress cover only but we would also include the warranty. Customer refused and demanded it for $and we explained we could not do this, customer got upset and wrote the Revdex.com. Our Sales are Final! Our showroom floor shows exactly what we sell. In fact it represents mattress that have been looked at and tried by others representing wear and tare. Our deal still holds....we will still sell the mattress the Glendora King with warranty to this customer for $but this customer will not received a free mattress!

On February 23, I purchased a couch and love seatI decided to order versus take the floor model and was told this would take up to six weeksAt weeks I called for a follow up and they were unable to even tell me if it had been ordered but ensured we would get it by six weeksThen the week mark came and they still did not have the furniture nor could they show it being ordered and stated their district manager does the orderingWe tried several times to contact the DM without a return call and being told my the manager that he had not heard from the DMFinally I called another store who had the furniture and told the local store what store had itWouldn't you know then the DM called us back and the local store aggranged to have them deliver itWhen we purchased the furniture we got the protection plan and when I asked about the frame being covered while it said wood and other hard surface that this included the metal frameA side of our couch has since become loose

Purchased warranty not honoredContacted store since August 5th, about furniture collapsing on sideHad furniture less than a yearContacted location as per stated on form twiceEmail has been sent to employees with pictures to follow complaintEmails were to: *** and ***My furniture is quickly falling apart and no one seems to follow the warranty that was paid forCustomer Service is terrible and follow up and rectification is even worseI'd like for matters to be resolved as soon as possibleOr- replace furniture that collapsing or respectfully request refund for services not rendered
Thank you for your time and prompt attention to this matter

The business response was a complete fabrication Myself nor my husband were ever rude to anyone The American freight representatives and salesperson were the ones that were rudeAttached you will see that the item number for the mattress we purchased is the same in the paper ad, the online ad, and on our receipt. The mattress we purchased is the same one as the mattress in the photo in the online adThe online ad and paper ad state a price of $each piece, but as our receipt shows, we were charged $for the mattress This business practice is just unacceptable!!

Our layaway policy is on all our customer receipts, ALL LAYAWAYS CANCELLED AFTER DAYS BECOME A STORE CREDITThis has been our policy since we started this company, no employee would explain different!!

I bought furniture from American freight in Knoxville tennesseI purchased it on July 12th I also purchased a year protection planI ended up spending almost 1400, for pieces of furnitureThe day I purchased it, the Guardian information was supposed to be sent over while I was still in the storeI called the Guardian people in December, and they told me that American freight had not sent over my information as the were supposed to the day of purchaseSo months later, after having to call over and over, they sent the information to the Guardian careAfter guardian got my information, they asked what damages had happened to the couchI informed them of all the problems, and where the damages were they told me to contact American frieght, because of where the damages were taking place, it should be covered by themSo I contact Adam once again at American freighthe had me email him pictures of the damages the first week of januaryCome friday, February 19th, I stil

We ordered the damaged products to swap out within days. We were able to secure the products from another warehouse faster and have swapped them out for the customer

The company called me and said I can come in and get a new mattressI don't have to bring the old one backMy complaint is resolved

Purchased mattress roughly years ago, it came with a year warranty Turned into the company in November asking for a replacement, they drug it out and ignored me so I stopped by the store to find out what was going on in January They approved replacement, but then told me they don't have it in stock and it will be in stock in roughly 7-days, called them on the 10th day and they said another weekWaited another week and called again and they made more excuses, They are also telling me I have to pay for removal of old mattress and delivery of new oneThe guy I talked to today was very rude and yelled at me, stated" I was pissing him off" and hung up on me after I after a question about how can he sell that mattress if they don't have it in stockThey are very rude and at this point I want my money back to purchase a mattress at another company

Went to their store to but bedroom furniture and was lied to about it being delivered and was missing furniture that we paid in full for

After delivery of the sofa I noticed damage to the back of the sofaI called, was told a new one would be delivered, but I was sent a sofa that was too large  & wouldn't fit thru the corner of the aptI then asked to have the sofa repaired & was told on separate dates, the 10th, 11th & then the 15th that someone would come & repair it but no one called & no one showed upThen the problem & complaint

All our sales are final, there can be no refunds
After examining the dresser we will replace itWe have ordered a new and it will take about weeks to get it inThis customer will be called when it comes in to our ware

On 4/23/I purchased a bed frameWe moved into a new apartmentWe took it out of the box on may 19, We slept on that night and noticed that the bed was saggingWe removed the mattress and founf out that the frame was brokenWe called american freight and was told that they would not refund our moneyWe never asked for the moneyAll we wanted was to exchange it According to the receipt there id no day policy written on the receipt Plus, it had not been daysThis place is a rip offCould you please investigate this matter and see if we could get a refund or a new non broken bed frame

American Freight would like to apologize to the customer for the delays in receiving their furnitureWe have given the customer a refund of $and have delivered the balance of the furniture as promised, at no additional charge to the customer

This customer has been refunded....put back on customer credit card

This customer has been refunded and we picked up their furniture

This response is nothing more than the typical political run around that we have been given by several people at the store management level and now apparently the district management level as wellI am in business myself, and I can assure you that it is the responsibility of the BUSINESS who is representing the warranty and the warranty company, to set accurate expectations for the customerWe were not given accurate information as it relates to this warranty and that falls squarely on the shoulders of American FreightThat is a factWe WERE TOLD by a member of the store management staff when we originally called in, to attempt to clean it ourselvesWe did not even make contact with Guardian until after we were unsuccessful at cleaning it ourselves because that is the course of action that we were told to takeThis man is attempting to claim that we willingly and voluntarily voided our own warrantyThat is a sad, pathetic excuse for a management response and I will make sure that it gets outPeople need to be aware of the type of operation that is being run by American Freight$10,000+ spent in that store and they couldn't care lessThat is NOT common in any business settingThere are two real problems here, and the first one is that American Freight is selling a warranty product on top of their in house product that is designed to increase their profit margin, and not actually help the customer in any wayThis is as bogus of a warranty as I have ever seenIt's sold as a ***eficial product that is intended to be next to impossible for the customer to use thereby being a profitable addition to the gross with absolutely no cost to the warranty company and a better price point for American Freight because their loss-ratio stays at next to nothingThe second problem is that American Freight is representing this product as a ***efit to their customers, and they are using to pursuade people to buy furniture and feel better about doing so, while knowing how difficult it will be for that customer to ever actually use that warranty if the need arises and when that happens, they refuse to take any responsibility for it and they could care less about making the situation betterThey could eat the cost of replacing our couches, as they should, and gain 30-years of our business and reference, but instead they are going to lose both over $Keep in mind, I am not a new customer, so they have a record that proves I would have gone back again, and again, and again as both my wife and I have in the pastThe sad part is that I am not being demanding in this matter at allI would gladly take a less expensive replacement couch set, because it would still be a good faith gesture on the part of American Freight since we DID pay for the warrantyI'm not asking for anything special, I'm asking for this company to hold up their end of the client-consultant bargain, which is what I do every day.
Regards,
***jamin ***