American Freight Furniture and Mattress

Called customer and spoke with her.  Fired manager for lack of CS in this store.   I will be bringing bed from Memphis today and driving back to Nashville, approx. 4 hours to give her bed and complimentary matching chest for inconvenience.

On 02/20/2017 another sofa was delivered to my home. The new sofa that I received was also damaged. I pointed out to the delivery man that the new sofa had two holes in it. The delivery man James had me initial a paper stating that the new couch that was delivered on 02/20/2017 was also damaged. At this point I would like the money I paid for the sofa refunded in full. I have had to leave work early to wait for the delivery men to deliver the sofa and can not take off any more time from work for this issue. I would also like my warranty voided and the money I paid for the warranty refunded to me since the company has given me nothing but issues thus far in getting my furniture replaced. Please see the attached receipt for payment.

...customer purchased in February.   Our Sales are Final.  This customer can be replaced, reselect to a different design or have a store credit.  There will be no refund.

Delivery crew is scheduled to retrieve the furniture this evening.

It is clearly explained on the receipt that warranty for wear and tear are never sold by American Freight. I can fax over to you a copy of my receipt. Furthermore, I just purchased a kitchen Table with 6 chairs from the same store for a 5 year full replacement as per the salesperson Krytal before I paid for the warranty. American Freight does not sale warranty on furniture. Can we contact the Manufacturer and verify their response on the claim ?it should be very simple to do ! Can we get the number to the manufacturer and  their response on my claim please ? I will prove copies of my receipt upon request. The salesperson who informed me that the furniture was replaceable with the 10 years limit knew what she was talking about I guess ! Thank you

On our Website it does explain generic pictures shown.  When customer came into the store customer was shown the $59 mattress, they are not "mattress toppers" but actual mattresses for that price.  American Freight does not carry "mattress toppers".  Customer was shown an array of...

mattresses at different prices, shapes, sizes and designs, customer still purchased the $59 mattress.Customer can replace, reselect or use a store credit but if there is a difference in price that difference must be paid.

Hi, Since filing my complaint, the company has issued me a full refund.

At the time of the purchase, me and [redacted] were in a committed relationship. [redacted] worked in evansville and me and [redacted] made arrangements with their sales person so [redacted] would be able to drop off my payments. How he chose to do that I would not know. I was not present. Point is he was not on my account to make changes to the account. If they would like bank statements showing withdrawls for the exact amounts of the payments [redacted] made from where I handed him cash, though I don't believe it is relavent, I will provide those to them. If I have to seek legal action it will be towards American Freight. They authorized him to make changes to MY account without my consent. Then they lied and said I signed for the changes but would not present a copy of "My Signature".

This customer purchased the softest mattress we carry. The customer never stated that the mattress was too soft though. He explained that he thought it was missing coils. They contacted me last week asking for a full refund and I told them all sales are final but we could submit a warranty claim,...

if the mattress was defective it would be covered. The customer has had the mattress set over a month. I explained to the customer that if the warranty was approved they could select another mattress.
The customer argued that it wasn't in the policy and I read off our policy from his receipt to him. He than agreed to send me pictures. The very next day he wrote [redacted] at American Freight Corporate office and she wrote them back explaining to send pictures. Again, they have not sent me anything. We must do a claim with the manufacturer to see if we can get a replacement. ALL OUR SALES ARE FINAL.....THIS IS STATED ON OUR RECEIPTS AND ON ALL OUR SING OVER OUR COUNTERS.

American Freight's regional manager [redacted] has spoken directly with this customer today as well as on 4/28.  He has advised that the customer is willing to wait for a replacement Sofa to come in so the damaged product can be exchanged.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Good morning, my dispute with American Freight has not been resolved. I was told that I would have my dresser replaced by the end of June and it is now July 10, 2016 and my dresser has not been replaced. I spoke with another manager on July 2 and also sent pictures to his email address as requested, but haven't heard anything back from him. I called on yesterday, July 9 and was told the manager was with a customer and was placed on hold, when the representative came back on the phone, I was told then the manager was not in and I asked when will the manager be there and was told within 30 minutes. I have not heard back from anyone from American Freight and I need some type of compensation from them.

This customer has been explained over and over but will not listen to reasoning. Please help us to get him to understand.
He bought a fabric warranty not a structure warranty. The manufacturer's 1 year warranty has expired. This sofa and loveseat are 4 years old, normal wear and tear will...

occur.
A claim was done for Mr. [redacted] and it was denied by the manufacturer not by American Freight.
If this customer wishes to replace we will make him a good offer, nice discount on replacements but we cannot replace for free. BUYING ANY TYPE OF WARRANTY NEVER MEANS INSTANT REPLACEMENT. A CUSTOMER MUST FOLLOW THE MANUFACTURERES GUIDELINES. IN THIS CASE DAMAGES DID NOT MEET THE MANF-GUIDELINES IN HIS CLAIM. CLAIM DENIED

It was not packaged when delivered and I would not take a replacement from this company. I will never get anything from this company again.

Our Regional Manager called this customer and asked her to send pictures for the warranty claim.  He said he has never been able to get ahold of [redacted], but spoke to her husband.  We received the pictures today and we have sent in the warranty claim.  Regional Manager is allowing a...

reselection.

This customer was swapped out today with all new pieces. They allowed the customer to use the damaged furniture until a replacement was available. The customer accepted the exchange.

Ms.[redacted] called AF corporate 1 week ago and has been explained as follows:
1. Customers mattress is 7 years old
2. AF has all of customers receipts, there was no extra warranty bought by customer ON ANY RECEIPT...a warranty CAME AUTOMATICALLY ATTACHED to the mattress when bought. AF ask...

customer to produce receipt that shows this extra warranty bought but customer could not.
3. Records do not show through out the past 2 years there were any constant calls of this complaint although records do show 3 to 4 calls were made within the last couple months.
3. NONETHELESS--AF did do a claim on her mattress with the pictures sent by her and received by AF through email. Claim was denied because it did not meet the specific guidelines on the manufacturers warranty! THE MANUFACTURER DENIED IT!! CUSTOMER BELIEVES WARRANTY IS AN INSTANT REPLACMENT AND WONT ACCEPT NOR UNDERSTAND THIS FACT OF MEETING REQUIREMENTS OF MANUFACTURER'S GUIDELINES.
PLEASE NOTE: EACH CALL CUSTOMER BEGINS TO ADD TO HER COMPLAINT...SUCH AS BUGS (mattress in home over 7 years). NO BUGS APPARENT IN PICTURES SENT BY CUSTOMER.
4. CUSTOMER CONTINUES TO BE IRRATE!! CUSTOMER CANNOT BE SPOKEN TO NOR EXPLAINED TO...CUSTOMER BEGINS TO SCREAM TERRIABLLY ON PHONE CALLS AND HER CALLS ARE LET GO....SHE BECOMES FRIGHTENING TO OTHERS!!
5. FOR THE RECORD: This customer was explained her claim was denied---though AF would give a good percentage off another replacement! There will be no refunds nor compensation. PLEASE EXPLAIN TO THIS CUSTOMER WE WILL NOT DO BUISNESS WITH HER IF SHE CONTINUES THIS BEHAVIOR!

Customer has been called and will receive the rails tomorrow on 10/11/16.   We apologize for any miss communications from American Freight.

Guardian has reported to the corporate office the dates and times of her call to the Guardian company...PLEASE NOTE GUARDIAN RECORDS ALL CALLS FOR THE SAKE OF INSURANCES AND WARRANTIES.
GUARDIAN POLICY FOR STAIN GUARD: STAINS MUST BE REPORTED IN 30 DAYS
Customer purchased: 3/22/15

Customer called Guardian: 5/2/15 for 39 sec. and got the company voicemail because of Saturday. Customer tried again same day for 41 sec. and got the Saturday voice mail again.
Customer called Guardian: 5/8/15 for 4:47 min and reported a stain happening the end of MARCH on loveseat but was told she was not registered. GUARDIAN REGISTERED HER 3 DAYS LATER
Customer called Guardian on 6/30: tried to say she made first call in April instead of May so she would be in 30 day limit to be approved for a claim. GUARDIAN PHONE TAPES SHOW NO RECORD OF A CALL IN APRIL. REGISTERED OR NOT CUSTOMER WAS DENIED CLAIM BECAUSE IT WAS NOT IN THE 30 DAYS!!
GUARDIAN IS OFFERING A COURTESY CLEANING-CUSTOMER MUST SIGN A WAIVER THAT THIS IS ALL THE ACTION GUARDIAN WILL DO IF THE STAINS ARE NOT REMOVED. CUSTOMER WILL NOT BE REFUNDED BY AMERICAN FREIGHT.

We will be happy to refund this customer $466.  Please have customer call into our store for these details.