American Freight Furniture and Mattress

The customer came in on Sunday asking for a refund on the mattress set that was purchased by their father. I asked them if it was still in the plastic and they said no. She starting saying the mattress is way to small and they needed something thicker. I told her I would not be able to take back...

the mattress set but what I can do is give some money off a thicker mattress to solve the issue. She said this a bait and switch where you just get people into the store. The customers daughter started getting very upset and started to tell other customers not to buy anything in the store. another customer turned to her and said I love American Freight and I buy all my stuff here. That made her more upset and I had to ask her to step outside. which she would not. Please explain to this customer that if she wishes to come back into the store she must be respectful or American Freight will not do business with this customer.   Please note this is not the customer who is on the receipt.

Custormer service  had the bad attitude! their inability to do their job is why they have over 544 negative reviews on the Revdex.com. I have on my phone all the times that I called and as I previously stated they registered me randomly (5-11-15 I purchased the warranty on 3-22-15)  while I was repeatally calling them to find out what was going on. had they returned my phone calls or notified me in some other way. I would not have this problem.  Therefore stains received between 3-22 through 5-11 are their responsibly and since customer service has been nothing but inappropriate with me. I am not willing to accept anything from them but a refund and to cut all contact

I have spoken with this customer and apologized for the misunderstanding back in 2010 when she purchased the set about what the manufacturer and guardian both cover. I ordered her new seat cushion covers at no charge to her to help her to take care of the issue.

we left him a voicemail and are waiting for a response. We are bringing a new sofa to him this coming Tuesday.....he must call into the store to schedule a time for that day

We replaced her set and got approved to replace with completely different set. She is unhappy with the set stating stitching is coming undone. Told customer we will swap out with new one. Very happy and one day she called back stating she wants her money back. Explained that we can not give...

refunds as manufacture does not give refunds on manufacture warranty claims. Asked for someone above me, gave her your number and now she started a Revdex.com.  This customer will not be replaced because our sales are final which is on her receipt and signs above all our counters.....but she has options, REPLACE, RESELECT OR STORE CREDIT.

when I paid $200 for the matress sets I expected them to last more than 2 weeks instead of breaking also the matresses that I received were not the same as I saw in the store I received a wood base with a 4 inch "matress" that went on it there are no Springs and when I layour on this "bed" I have boards 4" under me and 3 of them have broke on one side of the bed.

Hey [redacted] talked to [redacted] am going to have her set delivered out at no charge for the wait also she is needing a new bed I told her we would get her a good deal on a bed she said she would wait 30 more days for the soaf/loveseat she purchased


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She came in the store on 7/6 and purchased a Royal Elegance queen mattress only for $220 + tax.  Her complaint is that the website states that the mattress is $149.  This is of course referring to the price when purchased in a set.  Unfortunately when the set is broken up the...

mattress is more expensive.  If she would like to come back in we would be happy to sell her a queen foundation for $78 to complete the set price of $149 each piece, or $298 for the set.  We are sorry for the confusion and hope this clears it up.

American Freight has spoke to [redacted] about her dressers that are not opening and closing properly. We explained to her that we will be out before noon tomorrow to fix or replace the damaged kennedy pieces. This was the first available time for [redacted] to meet us at the apartment. We will be...

following up with [redacted] tomorrow after the delivery to make sure everything is in good working order.

We have notified this customer numerous amounts of times to discuss to replacing him but we get no response.   Customer has options....to replace, to reselect for same monies on receipt or store credit.   This customer will not be refunded!    Our sales are...

final, this is stated on all his receipts and signs above all our counters.

This customer purchased on March 7th and paid in full, American Freight had given her a $100 discount.  She set up delivery for a week and half later.  When our delivery people came to her residence she told them to come back a couple hours later, they did and she asked them...

to come back the next day.  Our delivery crew came back the next day and she told them "SHE WAS TOO BUSY" for this delivery.  Our delivery crew brought her purchase back to the store and we never heard from her until now asking for a refund.  She told our Regional Manager that she had gone to Pennsylvania for a while and had come back and now wants a refund stating she is homeless.   She became combative with our Regional Manager and because she would not listen to reason that all our receipts say "our sales are final" and there are signs above all our counters stating this policy....she became more aggressive and Regional Manager had to let go of her call. This customer's mother called into the corporate office and became belligerent so her call was referred to myself.  I told her mother that I needed to speak to the person on the receipt and her mother became foul so I let go of the call.  Minutes later Ms. [redacted] called.   Ms. [redacted] called our corporate office over a dozen times.  I spoke to Ms. [redacted] and tried to explain our policy and she became defiant so aggressively I let go of the call also.  No one here including myself was anything but hateful....all of us felt extremely disrespected by her behavior and had to put her in our voice mails to make her stop calling!!HERE IS WHAT WAS EXPLAIN TO MS. [redacted]:1. Our Sales are Final2. She has options, she can get her furniture delivered (WHICH HAS BEEN HELD FOR HER SINCE MARCH), she can use the money for a reselection to anything else in the store or use as a store credit.  OUR SALES ARE FINAL, THERE WILL BE NO REFUND!On the contrary...ALL OF US TRIED TO EXPLAIN TO THIS CUSTOMER THE AMERICAN FREIGHT POLICY BUT CUSTOMER WOULD NOT LISTEN; CUSTOMER WOULD NOT LISTEN TO ANY REASONING SO HER CALLS WERE LET GOThese two call our corporate office over a dozen times being belligerent and plainly rude.  Our sales are final, this is stated on all the receipts and signs above all our counters.  This customer purchased in March and was told it would take some time for the other pieces to come in.  Customer stated she wanted to wait and pick up the pieces ALL TOGETHER.   This customer told our Regional Manager that she went to Pennsylvania for awhile came back and now does not want the furniture and now claims she is homeless to heighten the plea for the claim of a refund.

The parts are being shipped to her by [redacted]. I told her if she does not have them quickly to call me as I should have the parts at my [redacted] location and I will go pick them up and bring them to her.

This customer bought a PC3000 King Matt only.  The pricing he is referring to is pricing when the mattress is purchased in sets only which is also described on the website and on the mailers.  Pricing varies when the set is broken up and the mattress purchased by this customer was...

correctly priced for mattress only.Sold in sets only is marked in 2 different places on the product page.  Split Box is also noted.They are sold in sets, because the prices vary when purchasing individual pieces. American Freight will be happy to refund this customer $100.

we delivered the new set on 6/19/2016 Sunday afternoon.  The customer swapped to the 9515 Challenger chocolate sofa set.

I went ot there store on August 13, 2015 and pick a mattress set of the Glendora Firm King and was told it was not in stock and they would call me today is August 24 2015 this is part of there dishonesty and trickory I have been subject to through out this  process. And if they sell me or exchange how every they like to put it Merchandise that it quality there would be no need to bring back or exchange or even want a refund in suport of what I am saying I am sending a copy of the paper work the Manager Paul gave me with a copy of the recipt he gave me as well.

This customer has come in and chose a new set.  it is being delivered at no charge on 5/27/17

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  The manager at the location, Carlos, was awesome in helping us get the couch situation sorted.  He was friendly and professional and ensured we were taken care of.  Also, the guy who assisted us in loading the new couches into the truck was an amazing help.  I did not get his name but he was friendly and very careful in wrapping and loading our furniture.  
Regards,
Elizabeth D[redacted]

Mattresses and Box Springs come from our Manufacturers sealed and purchased from our customers SEALED. We replaced this mattress once for this customer. Pictures taken show no saturation of anything especially of fluids on this replacement mattress.
This customer will not be refunded, OUR SALES...

ARE FINAL which is stated on our receipts and posted on signs over all our counters.
We would be happy in good faith to give this customer a good discount if she wished to buy a replacement.

She will receive the rest of her furniture tonight and told the Store Manager it was ok.

I reviewed the response made by the business in reference to complaint ID 10629541, and find the resolution is satisfactory to me. I would like to set up a time and date on when to make the exchange of merchandise.