American Freight Furniture and Mattress

Here is a supportive document supporting my complaint.[redacted]Thanks.

I purchased mattress and boxspring, I called because of the dent forming, I was told I had warranty, to submit email with pictures.  Why in the world would I pursue something if I was not told to.  I did not even call about warranty I wanted to know if there was a way to fix, since it was still a fairly new mattress.  Whom ever is answering does not get I am not asking for something for nothing, I was told the warranty was still good.  I did not know that.  This is why it is best not to buy in places where the price sounds good, even though we paid over $800 for them.  Again, if I was not told there was warranty I would have NEVER submitted emails nor pictures.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the...

business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

I was contacted by American freight,& compromise & I went to the store on Feb.9,2015.I met with MS.Gina,& then I got an receipt for the new furniture. She explained to me that the matter with the manager Gabriel had been handle & assured me that there wouldn't be any more problems..and that I could contact her personally if there were.so there was an 3rd piece that went with the furniture which was an "ottoman",& she gave me the price in agreement of $131.61,after she adjusted it's original price of $248.00,for the inconvenience....so I paid $75.00 towards it & ask her would it be an problem if I came bad & paid the rest & then pick it up & she stated no that will be fine...now I returned to the store on 3-5-2016,wit my fiance, to pay the remaining balance of $56.61 & pick up the new outtaman.... We went in & was greeted by "Amanda",& I ask her to get Gabriel so that I can finish the deal.& she did go to him & he bluntly told her he didn't want to deal with me ,& I just gotta wait ..when we heard him state that I told Amanda not to bother him & ask her if she could finish the transaction & she said yes.so Gabriel & Troy another worker began making comments that wasn't professional & very disrespectful...they also were making negative statements towards me as a young black man that were degrading,& racists.....so I got upset but still keep my look, & after waiting in the store for 30mins. He told Amanda ,let's get him the hell outta here, tell him to pull to door 1,& get this [redacted] loaded...we were shocked & just left out the store ,& pulled to door 1,& we were waiting for 1hr.& 26mins...I repeatedly for out my truck & ask what was the problem,& was constantly told nothing their busy loading other people furniture...& I said why was we told to pull around here if they wasn't ready to load my item....so then Gabriel begin bribing out furniture & loading it on a customer truck & that customer was still in the store being checked out by him...so he came to my truck & knocked on the window & said what ur waiting for...I said my outtaman & he went in the store & about 13/15mins.later he had an item on an Dolly & I got out the truck & walk to the back open it & Gabriel loaded it in there,,he put it in the back of my truck upside down & I looked at my fiance & shook my head..then he said sign this & I did & he turned & walked away....so we left & went home once we got home, I brought the item in thought the kitchen door & I noticed that the plastic was very dirty & torn..it had tape on it as if it was just recently put together & taped,so as I opened it I realized the item wasn't brand new,because it had none of the shipping material on it like the other new furniture did when we open it...u could see it had been already assembled & put together before,tags were torn off & hanging,the legs wasn't in its packaging like it should had been...they had in fact thrown then in the inside of the ottoman & when I open it they were dirty & I immediately called that store back...& told Amanda & I told her I wanted a full refund..I then called Ms.Gina 4/5 xs, but she didn't answer so I begin texting her & I took the pictures & sent them to her...I loaded it back in my truck & we went back to the store...once we got the I went in & went to Gabriel & ask him what's the problem why would he give me use furniture & I paid for brand new furniture???? He said he sat know what I'm talking bout it was new & I said no that was the one that was on the floor when we got there & now it's a table there...he walk off & I went out to the truck & me & Amanda begin taking the ottoman out to bring it in the store.. I told my fiance to come in & we waited 23mins then no one still haven't helped us & I got upset & went to the counter where Gabriel & his workers were & I ask him again what's the problem, now I'm waiting & ur dodgen me, he said I sat know what ur talking bout & I sat care...so I said just give me a refund & I will let the rite people handle this,matter he said I sat care & begin talking crazy & unprofessionally to me & that's when he & I exchanged words & him & Troy, made another racist comment & I told both of dem I will be contacting the Revdex.com & Ms.Gina..Gabriel said "I don't give a fk " & told me to leave his store.....I contacted ms. Gina again & she answered & me & my fiance explain everything that happened to her & she said I will handle it...so she told me she would make sure I get a brand new outtaman & Gabriel will be handled..it's been 2 weeks now I have tried to contact me.Gina but still no answer & I have texted her several times asking her to return my calls but she hasn't...she did text me 1 X ,& said she hasn't. Forgotten bout me & will contact me but I still haven't heard from her..

We have reached out to Ms. [redacted] today and apologies for the inconvenience she experienced.  She will be coming in tomorrow so we can put some money back on to her card, also we will be selling her a night stand to match her set she purchased with us for the inconvenience.

We are receiving the mattress today and customer will be coming to pick it up

We apologize for the miss communications and this customers bed frame will be replaced.

This customer will receive his third mattress.  Saturday this customer will be coming in to pick up.   American Freight very much apologies for the inconvenience this has caused!!

We have done 2 claims for this customer. the first claim was denied. We asked customer for better pictures and we would try again. Customer sent pictures and claim was denied again by the manufacturer.
There will be no replacement, claim was denied twice by manufacturer.
If customer wishes...

to go back into the store. We would be happy to give this customer a good percentage off on another mattress of their chose.

Customer brought back dinette set because he did not want to pay $65 to have it assembled, customer then refunded for the entire dinette set. PLEASE NOTE: CUSTOMER NEVER PAID A ASSEMBLY FEE BECAUSE HE BROUGHT DINNETTE SET BACK, MAD BECAUSE HE HAD TO PAY IT SO RETURN IT. Customer only has a lamp...

purchased at American Freight.
NO REFUND ON ASSEMBLY WHICH WAS NEVER DONE!!

We dropped the ball on a warranty claim during a staffing change.  Customer was not contacted immediately and issue was not resolved promptly.  As of 7/22/17 customer has received brand new merchandise for both mattress and box spring and has been taken care of. Our sincere...

apologies!

The ottoman and the replacement part should be received by the customer by/on 4/18/16. We apologize for the miss communications by our sub contracting delivery.

Customer name on the ticket is [redacted].   The layaway was a total of $225.   August 17th customer put $200 down with the initial $25 down equaling $225.  Customer wanted a refund but did not cancel within the 10 days so balance became a store...

credit.  We explained our policy to this customer.  Our layaway policy is on customers receipt.   Nonetheless customer decided to purchase a headboard and chest.  American Freight gave an additional $50 off to this customer.

We very much apologize for the inconvenience!!  Sometimes there are backorders from manufacturers that cannot be helped.  This customer has now received the chest and nightstand.

Claim has been approved and we will be replacing this customer.

Called customer, left voicemail letting her know she could come in to reselect or refund at her convenience.

American Freight will swap out the set again.  Customer has spoke to our VP and has been advised to return the furniture for a replacement.

This customer could get no where because her manners were so disrespectful! This is what this customer must do:
This customer must go through the warranty company she bought the warranty from not American Freight. Her 1 year manufacturers warranty has expired, American Freight can no longer help her only to give a discount on a furniture replacement. This customer has had her furniture for extended amount of time causing her manufactures warranty to expire. She must use the 800 # on her warranty and call them to place a claim...remember her claim must meet the guidelines.
There will be no replacement for this customer from American Freight only a discount on replacement furniture,

Mr [redacted] has lied and said someone will get furniture and offers no refund has complaints with Ohio general office for fraud and deception I will be sending copies of case numbers to Revdex.com for further review. And other documents to Revdex.com don't want to go into a spitting match with American Freight I gave them more than one opportunity as a consumer to make it right and at this time I have experienced they and Mr [redacted] can't be trusted.
Regards,[redacted]

Customer bought mattress in 8/15. We did a claim with the manufacturer to see if we could get it replaced for customer. This manufacturer requires pictures and a form sent by email from American Freight to the manufacturers customer relations department using email.
Manufacturer emails back to...

American Freight whether the claim is 'DENIED OR APPROVED", this claim came back marked denied.
If this customer wants more info they must contact the manufacturer. Obviously this claim did not meet the specifications on the manufacturers warranty. All American Freight receives through email is a DENIED MARK OR AN APPROVAL MARK from the manufacturer and personal email address will not be exposed to customer