American Freight Furniture and Mattress

This customer purchased her mattress in April.   Too much time has elapsed after purchase allowing the environment to be exposed to anything.  American Freight  sprays their warehouses monthly to always keep a clean and healthy environment.  All of our mattresses...

come factory sealed from the manufacturers and we have not had any type of contamination issue.  We would be happy to provide the manufacturer's information if she would like to contact them.

This customer will be replaced.  We very much apologize for any inconvenience.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I will not recommend this store to anyone to receive the dishonest treatment I have received from this company.
Regards,
[redacted]

This customer was called in regards to the complaint. Upon contacting the customer he stated that his removable seat cushions are pealing and cracking. The customer was asked to stop in the Madison location to pick up replacement cushions. He stated he would be in...

3/3/2017 to pick these up. Issue resolved. Account information [redacted] Sales# [redacted]    Alonzo W[redacted] Regional Manager Wisconsin ###-###-####

We did not do the installation ourselves. We used a company provided by them for the install. We...

also purchased their value plan package to protect us if something happened. They also failed to register us after we purchased this plan.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Nobody can JUST COME IN AND CANCEL SOMEONES ELSES ACCOUNT, IT IS NOT OUR POLICY, IF THIS MAN WAS NOT ON HER RECEIPT, HER ACCOUNT HE CAN NOT CANCEL IT!  Back orders do happen and we apologize for this.  This customer now has her furniture and was given a very good deal on top of that for the inconvenience of this backorder!

American Freight must abide by our policies and we are legally entitled to them....but out of good faith we will refund Ms. [redacted].  Ms. [redacted] must come into the store to have credit card swiped for the refund and the $40 in cash will come to the store in a corporate check and she can...

come and sign for it.

Customer received the wrong product. We failed to get it swapped out the following day. The customer stated that she wanted a refund and was told that we could do that for her. She came in the store and was refunded the full amount of the purchase. I contacted the customer in regards to her delivery fee giving her an option to either get a 50 in store credit. Or I told her I would give her half the delivery fee out of my pocket. She initially stated that that was sufficient then called me back stating she didn't want to come in the store to receive the cash back and  declined that offer.

Customer had a delivery for a Large Mickey Pewter, and it was a no fit. She paid for the original delivery for this trip. She came back in and re-selected and was offered a free re-delivery which I told to the customer and explained to her. Her delivery was done almost two weeks ago and yesterday...

she said that the delivery driver made her pay for the re-delivery and she wanted me to refund her $60. I had no knowledge of her paying for the re-delivery or why she would have if we had discussed a free re-delivery. I told her I had no way of knowing that she gave him another $60 as it was noted on the memo for a free delivery or a call was not done at the time of the drop to correct any price issues. I told her I would have to look into who did her delivery to see what I could verify and before I could continue she told me to load her mattress so she could get the hell outta here.
Upon speaking to the driver and management - the driver is saying that she gave him a $20 tip for the 'free redelivery'. It says on the receipt 'free redelivery' and the driver did not charge her $60 bucks. Why would she pay $60 AGAIN and tip him an additional $20?
All drivers have a receipt book and give the customers a copy if the customer requests that. All delivery fees are strictly adhered to at the bottom of the receipts.
Here is what is stated at the bottom of her receipt:
Instruction:
Free re-delivery on [redacted]. Truck.

My name is [redacted].I wanted to share with you what happened on today.so the manager at the American freight store did contact me & begin questioning about why I contacted you all & I gave...

false information,& that he has done nothing but tried to help me.I told him that I did the right thing contacting you'll to mediate & help resolve this matter,& I ended the call...5/6 mins.later he called back and stated he spoke with his regional manager & their gonna cough it up & take do lost, so if I wanna come in & pick out any living room set at the same value as the 1 I purchased,then they would swap it out "(Just this 1 time)".!!!!So I said I will come in and take a look but I'm not 100% saying I accept the offer...so I took off work, & I went there I look around for about 30mins then Gabriel",the manager came up & we spoke briefly about the matter because he mainly was focused on that..but I then saw 2/3 living room sets,that I was willing to choose from if I accepted their offer.then we spoke about it & I again inquired about the warranty...so I narrowed it down to 1,& this set is priced at $798,which is a $100 difference ,in what I paid for..& their is an 3rd item also optional to go with the set .it's an ottoman which they priced it at $250,..so I ask him what the total would be for the 2piece set only & we went over to the service counter & he done his figures & said I would have to pay $107.??,so I said OK I'm gonna think about it & between this evening & tomorrow I will have my decision.I also ask him again are u sure this is set is (Brand New),& again he said yes he has 8/9 of men in stock.& I said what type of warranty those it has??? He said 1yr in-store manufacturing warranty on the (Frame) only.so I told him I will get back with him he explained I could bring my furniture or pay for delivery & they will bring the (New Set)&Take the (Old Set),so I said I will let u know by tomorrow for sure...so I left & as traveling I went to 2 other furniture stores towards the Chicago area,that sells very nice name brand quality furniture ,at very reasonable prices.outta both stores I found in 1 this very same (Brand Name), that American freight had,& their price was for $585 -2PC./with the option of add the 3rd PC.for $165.=$750,so I compared the 2different store prices & found that this other store had a way better deal,for all 3pcs.so he even agreed to knock off $35 of the final price & it will be $715,out the door..only if I was paying cash....so without speaking on American freight & given any names I just told him another story had it price much higher for both the 2PC./& 3ed PC.so,he said he will put his final price to me in writing only if I not show it to another store,in comparison & I agreed & gave him my word & he did do so.therefore I told him I would get back with him ,so this evening I contacted the American freight store asking for Gabriel & I explained to him I found the same item priced better & much lower both 2PC/&3PC.,& as I have my word I didn't give the name of the location or business ,but I did share the actual pricing & final sale price with the amount knock off..then he said he could only match it if I brought in proof,& or the paper..I then told him I had given my word that I would give their company name out for this very purpose he is wanting it for....to look them up & see.so I told him that the other manager who previously work there said & did the same thing & when I did go get the proof,he then wouldn't honor it & said oh that's there store & this is ours we set our prices,&they set theirs to their liking...so I told him just like the warranty issues they screwed me around I'm not doing it & I know their word is not guaranteed......!!!! So he said we'll it's nothing else he can do & I can just take the offer he gave me & that's it & I told him no I have option & I will be contacting you company to finish dealing with this matter...so it's no further reason for him to contact me again & he said u can speak with my regional manager if u want a cash refund I can't give it to u & I said (No PROBLEM) & ended the call.So can u contact me to further assist me with resolving this matter,towards getting my full refund..since they are choosing not to price match ....& I completely understand they don't have to,but he constantly said (I will match it)just bring me proud,but as last time their not going to do it, they just wanna get the other stores information & see what their prices are .....& I'm not gonna be apart of that..so no I didn't accept their offer & yes I would like a full refund.....I look forward to hearing from u,Thanking you in Advance

Regional Manager has tried call numerous amounts of times and left voice mails......NOW PLEASE HAVE CUSTOMER CALL Ian O[redacted] AT [redacted]

In good faith we are swapping out the customer once again.   Customer came in and reselected!

I am rejecting this response because: As I stated in my letter- I would like to receive the delivery fee back in the amount of $ 50.00. Thank you.
Regards,
[redacted]

We apologized for delivering the wrong furniture--CUSTOMER SIGNED FOR FURNITURE OPENED THE BOXES AND FOUND OUT IT WAS THE WRONG PIECES. Customer called the store--WE SAID WE WOULD BE HAPPY TO SWITCH OUT NO COST TO CUSTOMER AND APOLOGIZED. Customer instead brings it to the store wants replaced, then...

wants a store credit, then wants totally refunded. AMERICAN FREIGHT REFUNDS THIS CUSTOMER TOTALLY!! Customer feels he should be compensated more and begins to become disrespectful in our store and to our people.
THERE WILL BE NO EXTRA COMPENSATION FOR THIS CUSTOMER!!

Thank you [redacted] for responding to me. I tried to respond on the Revdex.com but I could not do it. Attached you will find some of the pictures of the mattress buckling from the side view. It is quite interesting that I sent mattress pictures of the mattress and the box springs but they continuously are talking about the box springs.  Susan knew that I was talking to her regarding the dips in the mattresses and buckling . I sent two pictures of the box spring foundation and 5 pictures of the mattress which was quite some time ago. I never heard from them that's why I did not respond but the mattresses I have sent several pictures to them regarding this situation. I just want some resolved I want some better mattresses. If you go online you will see that they have hundreds maybe a few thousands of complaints regarding there Stewart Hamilton mattress that they make which is a American Freight product

Good morning. I would love to be able to leave an updated review regarding American Freight. After speaking to the manager Mark I can honestly say there was a slight miscommunication in the beginning, but he resolved all concerns.

The warranty purchased by the customer doesn't cover such damage to the customers product and there is no manufacturers warranty on the futon purchased (retail $268 as paid by customer).  We will gladly make a good faith swap out of this item for the customer at their convenience and would be...

happy to provide the customer with the details in what the warranty purchased does cover.We will get the regional manager in contact with the customer once the exchange is accepted to schedule with customer

We  have tried to get out a new delivery crew and left messages to this fact but no response back by customer.......To reiterate.......The $125 will not be given until the return of the table and chairs....if customer wishes to keep the table and chairs then she forgoes the $125 for any damages of any kind and will not hold American Freight liable for the sub contracting Delivery Crew's delivery alleged damage, which the Delivery Crew are legally responsible for.Please note, customer has been refunded already for this table and chairs but wont allow anyone to pick it up....we stand by our last response

I spent 13 years as an addiction counselor   I know the smell of booze on breath when it's smelled...so do the other two people who were in our home at the time of delivery. The fact that this company has so many negatives with the Revdex.com says it all....they bait and switch...send damaged if not used furniture...no amount of counter-complaints will dispel that opinion of ours...

We apologize for the back order of this furniture  and have to this customer.  We cannot control backorders from manufactures!   We sub contract our delivery out.  If there are concerns with this delivery at all this customer must call the delivery company.  This customer will not be refunded for his delivery fee from American Freight he must call the delivery company for this refund and discuss it with them.This customer was offered a refund but did not want it.  There will be no compensation from American Freight.