American Freight Furniture and Mattress

Hi [redacted], this is what my Regional Manager has advised:
The warranty claim has not been approved yet because it takes up to 30 days to get a response....it was filed on 4/11 (7 days ago). I spoke to the manager. We will do a rush on this claim as much as we can and if approved we will get it...

replace immediately!

American Freight has now sent all and any communications with this customer to our Corporate Attorney. This customer and friend have begun to send emails everyday to [redacted] (SEE BELOW THE EMAIL MOST THEATENING). THEIR VENGENCE NOW HAS BECOME FRIGHTENING...WE ASK THIS CUSTOMER AND FREIND TO STOP THIS HARRASSEMENT OR THIS BEHAVIOR WILL BE REPORTED TO THE POLICE!

Please have [redacted] now respond. Warranties ARE NOT INSTANT REPLACEMENT....YOU MUST MEET THE SPECIFICATIONS IN THE GUIDELINES OF THE MANUFACTURERS WARRANTY. THERE WILL BE NOTHING AMERCIAN FREIGHT WILL BE ABLE TO DO UNLESS A CLAIM IS DONE.....PLEASE SEND PICTURES OF THE DEFECTS YOU SAY YOUR FURNITURE HAS AND AMERICAN FREIGHT WILL DO A CLAIM WITH THE MANUFACTURER.

We have contacted [redacted] with our apologies and gave him the options of reselecting to another sectional or a refund. He wanted to talk to his wife first.

I feel my delivery fee should be refunded. None of my original furniture delivered was correct and had to be fixed. The manager couldn't help or understand my concerns. I had to wait 3 months for the rest of the furniture to be delivered. I returned the...

call Craig gave me saying my furniture was in, he said it would be delivered on Tuesday, delivery never showed. I called on Weds to ask why, his response was "I didn't work yesterday, so I have no clue." Again, no effort put forth to try to resolve the problem. Just dead air on the phone until I asked for Friday delivery. Knowing of his incompetence, I called on Friday to make sure of delivery and he was only going to deliver 1/2 the furniture because he was "Truley confused." After all the phone calls, 2 visits, better business and corporate complaints, plus a 3 month time frame, you're still confused? This is unacceptable and I feel at least refunding of my delivery fee is not out of the question.

This is the actual box spring that goes with this mattress. If customer wants she can go into the store "to see this" or she can show us which box spring she expected. If this box spring has a difference in price she will have to pay the difference before there is a replacement.
CORRECT BOX...

SPRING PURCHASED. NO ONE WOULD DELIBERATELY SWITCH A BOXSPRING ON A CUSTOMER!

They need to be honest with customers. I did receive the check today. However, The receipt clearly states 10-14 days which I was provided when I went in to request the refund. They need to provide better training for their employees to not provide inaccurate information.

This issue has been resolved. I was issued a full refund. Thank you for your time and consideration in this matter. Attached item will show the complaint number.

This new mattress & box spring is still sinking in the middle of the bed. I went through the same process as...

before. Taking pictures and measurements. when I asked how much my credit was on my purchase they responded $368.00. I said that was not right. So when I presented them with my receipts they refused to come and pick up their mdse. They want me to pay them to pick up their mdse. I refused. My exchanged was supposedly approved by coorperate conference phone call Marc M[redacted] is the Mgr. and thats who I dealt with. I do not want anything from the store "I don't trust them" my actual purchase cost total was $559.67. This is the 2nd mattress. I think they are selling faulty products.

I am rejecting this response because:  the only person who I talked to on one occasion was Susan Beltram... she was looking into the matter and called me back leaving a voicemail stating that a discount would be given.  I called her back to further discuss the discount.  I left her several voicemails but she never called me back.   I also never received a call back from any other person at the corporate office.       Therefore I never became enraged with anyone at the corporate level.      Also I have no clue what they mean by me admitting that I misplaced an insurance check.   I never had an insurance check to misplace.    I did not go to the store with the intention of getting a free mattress.... I thought the mattress pad covered stains etc.   It was a store employee who told me twice that the mattress pad covered the fires.   I had no clue of that.    I was told I had to pay for the new mattress and then would get a refund within 30 days.     I asked the salesman if I could upgrade the mattress with the understanding that anything over the original cost of the mattress was on me.      I was fine with paying to upgrade.      I did not ever go to the store demanding a new mattress due to a fire.  It is what I was told.    I was also never told I could get a 25% discount.   I was left a voicemail stating they would offer me a discount but as I said no one has ever called me back to discuss any of it.    I obviously have never had any problems with the store until now.   I had made 2 other purchases from there with no issues.   I'm sorry that I am enraged over this but I was told by the salesman that a refund would be issued.  That is why I upgraded the mattress and purchased the more expensive bedroom set.    I even had all intentions of going back to purchase another bedroom set next month which I also stated to the salesman because we were happy that we were able to get money back from the mattresses and that the store was going out of their way to help us.   I didn't realize that I was misinformed not once but twice that the original cost of the mattress would be refunded.

Yes, the chest was swapped and the customer said he is satisfied.

On your receipt it states all sales are final. There are also signs over all our counters stating the same....though you do have options.
if damaged you can return for another-replace
return for something different of the same monies
store credit.
AF is happy to replace this for customer if...

not sold as clearance.

All our customer are explained up front when purchasing...about our sub-contracting delivery and assembly and the payment to the sub-contractors who do this for American Freight. They are also explained there are no times given for this delivery date but the customer is called when they are in...

their area. I [redacted]. returned this customers call and explain our policy to her. Both delivery and assembly had been done for this customer.
This customer a week later calls into our store and spoke to one of our sales people and would not speak to [redacted] our store manager and explained that her son had kick in the bed rail and it came apart. We told her that we would be happy to replace this bunk bed and to call and schedule.
Please have this customer, Ms. [redacted] call the store and speak to the store manager [redacted] to schedule this replacement!
There will be no compensation for an injury that has been cause by her son kicking in the rail but in good faith we will do a one time replacement on this bunk bed for this customer.

I have read the businesses response and would to like to add that I am the only one showing any respect in this situation. It cleat they are unwilling to resolve this issue. Ridiculously unprofessional company.

This customer was delivered today free of charge.

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

I was contacted by American Freight earlier this month. They said that they would send to me a very nice lamp and the person would take a look a repairing the table leg. American Freight...

did admit to dropping the ball....and wanted to fix the error. However, I did receive the lamp but I have the repairs completed by my neighbor.  I am grateful for your help. Thanks

Our records DO SHOW a pick up and the pick up form was signed also using this customer name American Freight shows proof of pick up---A Signature of [redacted].  American Freight has a signature of this customers name.  If the customer claims she did not sign she must prove...

this fact.....we have her name, picking up her purchase!

Our store manager has reached out to Mrs. [redacted] concerning these warranty claim issues on the Mickey Pewter Sofa Chaise.  This sofa has been replaced a couple of times since the date of purchase 8/27/16, and also approved were sofa cushions on 8/7/17.  American Freight will...

replace this sectional again.  American Freight has spoken to Mr. [redacted] and he has been in agreement.Please advise customer....any claims must meet the extended warranty specific guidelines in order to have furniture replaced, please have customer re read their warranty paper work so to be updated on converge.   Please also explain to the customer all furniture received must be inspected by the customer, replacement quantity has been exceeded.

We stand by our last response!