American Freight Furniture and Mattress

I explained to this customer that the furniture on her layaway is available at the manufacturer however we cannot order it until the layaway is paid in full. She asked me about a refund and I explained that we can refund the money as a store credit to be used towards anything she wants. At...

this point the customer demanded a cash refund so I explained that we can only issue a refund within the first 10 days and she has been paying on this layaway for a year.   American Freight is entitled to their policies and must adhere to them.

As stated before.....BOTH MATTRESS LOOK A LIKE. IT ALSO STATES "PRICES FROM"......CUSTOMER WALKS INTO THE STORE AND IS SHOWN THIS MATTRESS. CUSTOMER DOES NOT LIKE IT BECAUSE IT IS JUST FOAM....WE SHOW HER THE MATTRESS THAT HAS FOAM AND COILS WHICH IS CONSIDERED THE UPGRADE....CUSTOMER CHOOSES IT BUT MUST PAY THE DIFFERENCE IN PRICE BECAUSE IT IS THE UPGRADED MATTRESS---THE ONE THAT HAS THE COILS NOT JUST FOAM!!
THERE WILL BE NO REFUND ON A DIFFERENCE OF PRICE WHEN THE CUSTOMER WAS EXPLAINED THE DIFFERENCE AND WHY THERE IS A DIFFERENCE. CUSTOMER CHOOSE TO PURCHACE IT KNOWINGLY OR WOULD HAVE HAD THESE QUESTIONS AT THE TIME OF PURCHASE!!

Please have customer contact customer below and have her stop in the store for $60 cash refund to cover the cost of her assembly.

His statement "CUSTOMER WANTED A PACKAGED DEAL BUT BECAUSE A SOFA  AND LOVESEAT WERE NOT BOUGHT....BECAUSE CUSTOMER DID NOT LIKE  OR WANT THE SOFA AND LOVESEAT....THERE WAS NO PACKAGED DEAL GIVEN" is a lie.  We liked the sofa and loveseat and expected delivery.  As my complaint said, the first package price offered was $2300 and the second price offered was $2,050 - both with the sofa and loveseat.  Please see attached spreadsheet for items ordered (tab 2) and process (tab 1), invoices, and detailed complaint. My mother is 67 years old and I just bought a house for her in Florida and furniture to furnish the house. She is retired and has limited income.  She is living at my house ([redacted] Lane) hence her name is on the invoice because she would be there when the furniture is delivered as I live in NY. I will only close this deal if he refunds the extra $200 paid, which he called a "deposit" after the original invoice of $2,050 was paid and accept payment of $1,850.  That's my final offer.

All damaged furniture has been replaced as of 7/25/17.PLEASE SEE NOTES STORE TOOK ON THIS CUSTOMER:

This has been replaced for this customer

We will be happy to replace for this customer and apologize for the miss communications!!

This customer was asked BY AMERICAN FREIGHT to send pictures of the second mattress for mold and mildew....she sent pictures of the first mattress!!!!
This customer has been ALREADY replaced with this second mattress WHICH CUSTOMER HAS ADMITTED NOTHING IS WRONG WITH THIS REPLACEMENT MATTRESS!!
THIS CUSTOMER SAID TO OUR INSPECTOR WHEN HE CALLED HER.... "I will call you when I'm ready and hung up on him" OUR INSPECTOR RECORDED THE CALL!!
CUSTOMER WILL NOT BE REFUNDED OR RECEIVE ANY EXTRA COMPENSATION! SHE HAS ALREADY BEEN REPLACED!!
AMERICAN FREIGHTS SALES ARE FINAL. AMERICAN FREIGHT WILL NO LONG ASSIST WITH THIS COMPLAINT BECAUSE THIS CUSTOMER WILL NOT COOPERATE OR BE HONEST! SHE HAS BEEN MISLEADING PURPOSLEY TO RECEIVE MORE COMPENSATION THAN THE REPLACMENT MATTRESS.
AMERICAN FREIGHT WILL NO LONGER DO BUISNESS WITH THIS CUSTOMER!! AMERICAN FREIGHT WILL NOT RESPOND TO VENGENCE!!

I just got off the phone with Miss [redacted] this morning and apologized for what was told to her on the phone on 5/21. I told her that we could absolutely exchange the frame for her. She said her Father in law may have purchased a new one somewhere else and if that was the case asked for a refund. I...

told her we can do that as well and she could stop down with the frame and the credit card that was used for a refund.Thanks,

[redacted] Sent: Saturday, August 05, 2017 2:29 AMTo: Revdex.comSubject: RE: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted].Thank you for your assistance I have since with Ethan's help the GM Of American Frieght have taken care of the issues thank you so much for your assistance and the help of Ethan for making this issue dissolve so nicely and politely am very grateful , thank you and warm regards

This customers mattress is over 4 years.  The one year manufacturers warranty has expired.  In order to get a replacement a warranty claim must be made, pictures must be sent along with paper work to our manufacturer.  Pictures of any defectiveness must meet the guidelines of the...

warranty in order to receive a replacement.  American Freight is going to submit a claim and put a rush on it...American Freight should know within 3-5 days and this customer will receive a call from our Regional Manager, Ian O[redacted]Regional Manager phone #[redacted]

This customer has been explained and explained the advertisement!! He wishes to twist it so he can purchase a mattress at the price he chooses!
To clarify, all our advertisement say “You can get any size mattress from..." American Freight carries all the standard sizes in mattresses and...

American Freight carries many brands. All brands have a base model which come in all sizes which in this case start from $146. All sizes and brands of mattresses cannot be sold at $146....."
PRICES FROM"
Mattresses sold in sets are cheaper then buying a mattress or box spring separately. Again....this customer has been explained but wishes not to hear and understand.

American Freights have no reference of any dates for a refund on our receipts. PLEASE HAVE CUSTOMER REREAD.
Glad to hear customer received refund check which was received within the time explained to customer 14 to 21 business days.

We have given the customer a free 375 frame to drop in replacement of the slats so it will hold up better

we will pick up and refund

Consumer called Revdex.com and left a message on voice mail that her problem has been resolved and she thanked Revdex.com for their assistance.

Spoke with [redacted] she is getting swapped out on Tuesday 1/31/17.  Our apologies, customer was not updated of her set being in stock.

As I stated in the original message I used the $100 store credit to purchase the 5 piece bedroom set which took 5 whole days to be...

delivered when I paid for same day delivery. I didn’t get refunded the delivery charge or anything. This response was extremely unprofessional like the service I received from the store. I do not wanna store credit because I plan to never spend my hard earned money at this business ever again. I would like a refund of some of my money actually.

We apologize for the inconvenience you experienced with AF!! Back orders do happen and in your case this was a fact. If this customer wishes to go back into the store we would be happy to give her a discount with her next sale!!
PS....if her cousin brings back the table happy to replace it.

the layway was not cancelled by me which was cancelled by the store which lied about a man coming in the cancel the chair.  I talked with somone from corporate office which also stated chair was no longer available and provided me with another chair at whole price.