American Freight Furniture and Mattress

This customer was call by the Regional Manager and explained this is how the manufacturer has designed it with the extra fabric. He also explained the Guardian Warranty to this customer to be better understood.
American Freight has given this customer $100 on her next purchase at American...

Freight and have marked her account for this store credit.

I have not received any phone calls from American Freight.  Please have them call or email me.  ###-###-#### / [redacted]@ymail.com

unsatisfied with reponse

American Freight did a claim for this customer fall of 2016.   The manufacturer's 1 year warranty had expired; customer purchased mattress in 11/2014 and had bought no extended warranty.We told this customer if they wish to replace the mattress that we would give them a 10%...

discount.  This customer will not be refunded but can purchase a replacement or a mattress of their choice with 10% off.

American Freight HAS not been truthful.  They have indeed picked up the furniture. It was picked up on Saturday, May 23, 2015 between the hours of 7:00pm-7:30pm. Also, they only sent one guy out to pick up furniture and my...

husband had to help him load the furniture. I have NOT received a refund. Was told that their corporate office would have to issue a refund and it would take about 30 days. Corporate would then send check to local company. and I would receive a call from them to come pick up check. I would prefer that this matter not be closed until until I get my refund.

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

Since this occurred only a few days after the purchase we will be happy to forego the manufacturer's warranty claim and provide a new sofa without further wait.  I have copied the Regional manager for this area on this response.  Please contact the store to arrange for a replacement. ...

We are sorry for any inconvenience.

This customer has been taken care of that same day  upgraded to a new set.

American Freight's regional manager of the Tampa location is personally shipping the missing legs to the customer, and offers the customer a $50 refund. The regional has spoken with this customer to resolve this on 5/3.

This customer called from [redacted] and immediately became disrespectful and foul!! She demanded a replacement because she had bought a warranty with her purchase and said our store had never returned her calls to help her use this warranty. She became so unreasonable and rude that I let go of her...

call. This customer called back and demand the boss. I said you have been talking to her and told her to call back when she calmed down and gathered her manners. NONETHELESS...I investigated her purchase....here is what I found:
PURCHASE WAS DONE 2/2013
OUR STORE SHOWS NO RECORDS OF CUSTOMER
CALLING
THIS CUSTOMERS 1 YEAR MANUFACTURERS WARRANTY HAS EXPIRED.
IF THIS CUSTOMER WISHES TO USE THE WARRANTY SHE PURCHASED.....THERE IS A PHONE # ON HER WARRANTY PAPER WORK OR SHE CAN CALL [redacted] to place a claim. AMERICAN FREIGHT SELL WARRANTIES FOR OUR MANUFACTURES ONLY, AMERICAN FREIGHT DOES NOT SELL THEIR OWN.
If and when this customer calls American Freight we ask her to use respect or we will no longer do business with this customer....and if this customer defects or damage on her furniture is not covered as wished, we will be happy to give her a %10 off on a purchase towards a replacement.
CUSTOMER MUST UNDERSTAND THAT WARRANTIES ARE NOT INSTANT REPLACEMENTS,GUIDELINES MUST BE MET!

I am rejecting this...

response because:  I do not believe American Freight has exhibited good faith in this transaction.  This response was so delayed in coming that their offer is of no help to me (claim filed 2/15, and just getting a response within the last week or so after threatening this action with the Revdex.com).  Their response might have been acceptable had it come within a reasonable time frame (by the end of March as we were originally told it would), however we were given the run around and our calls to follow up were dodged and ignored instead, leading us to go elsewhere.  Additionally Their response does not address the fact that I was fraudulently sold a mattress cover under the guise of them being the ones that would make good on the warranty at the store level (and it being required to make good on that warranty), or make mention of whether or not they are even providing credit for that cover.  As I already have a full house full of furniture I have no need for store credit, and they are welcome to come take back the mattress set and cover that are just sitting there taking up space until this whole mess is resolved.  Attached are copies of the original correspondence with the company from 2/15/17 trying to start the warranty process where we sent pictures.  Note:  I seem to be unable to attach all of the pictures that were sent individually, and it appears that I can only attach 4 files to this complaint response, however if needed I can also supply those photos.  If needed I can probably also pull up our old cell phone records to provide times and dates of the numerous calls that were made to try to follow up on this warranty, most of which resulted in a promise of the local store manager calling us back, which he never did until we began to threaten further action.Regards,[redacted]

American Freight has the legal right to our policies and procedure...which WERE ALL TOLD TO CUSTOMER UPFRONT WHEN YOU WERE PAYING FOR YOUR MERCHANDISE INCLUDING THE DELIVERY FREE AND ASSEMBLY FEE...though we thank you for your opinion.
2. Our sales are final, this is stated on your receipt which we assume all customer do read. Also there is a sign above all our counters "ALL SALES ARE FINAL". Your boxes will not be picked up.
....DELIVERY SUBCONTRACTOR INFO FOR CUSTOMER WHO HAS ISSUES WITH THEIR DELIVERY SERVICE:
[redacted] Delivery Service LLC--[redacted]
3. American Freight believes we have conducted ourselves honestly and were up front with all!! We apologize if customer believes there were any miss communications but we will not be bullied into a free assembly!

It isn't about how many times you have called or placed claims....it is about the approval or denial of a claim. AF shows a claim WAS MADE WITH PICTURES SENT BY CUSTOMER AND WAS DENIED BY THE MANUFACTURER NOT AMERICAN FREIGHT.
The so called "corporate lady" never would call anyone a liar and did explain to this customer 3 TIMES OVER every detail but she would not listen, customer know this!! Our sales people in the store explained to her that if her claim was approved we would offer free up grade on this mattress but her claim was denied!!
Because customer shops frequently at AMERICAN FREIGHT that "corporate lady" has marked her records for a %20 discount on a replacement on anything else in the store.
PLEASE TAKE NOTE: AF HAS ALL THE RECEIPTS FROM THIS CUSTOMER AND NOT ONE SHOWS AN EXTRA WARRANTY BOUGHT WITH THIS PURCHASE OF MATTRESS AND BOX SPRING....PLEASE HAVE CUSTOMER BRING IN THIS RECEIPT THAT DOES SHOW THIS EXTRA WARRANTY BOUGHT FOR THIS MATTRESS AND BOXSPRING...AND THEN HAVE HER CALL THAT WARRANTY COMPANY AND PLACE A CLAIM. THAT IS WHAT A CUSTOMER DOES WHEN THEY BY AN EXTRA WARRANTY ON MERCHANDICE THEY WANT EXTRA PROTECTION ON THEY CALL THE COMPANY THE WARRANTY WAS BOUGHT FROM.

This customers warranty through Guardian has been registered and we will be more than happy to give 100$ credit back to the customers card rather than a store credit. Customer needs to come in to do so.
Please keep in mind that a warranty does not mean instant replacement, it means you must meat the specifications of the guidelines of the Guardian Warranty.
Tried calling but did not answer left message for customer.
Gavin Gosik
Regional Manager Middle TN
Cell: ###-###-####

This was brought to my attention about 10 days ago.  [redacted] called me because he had an upset customer stating their claim with guardian was denied.  [redacted] stated that the customer called guardian to have their couch cleaned and that the guardian rep told them to attempt to clean it...

themselves first.  They called [redacted] as they were upset because their attempt at cleaning was unsuccessful and that they called guardian back and was denied having it rectified.   I told [redacted] I would look into the issue as I was concerned that the customer misunderstood that guardian was going to send them something to use to get it out themselves before scheduling a professional cleaning.  This would be fairly normal procedure for guardian.  I emailed Lauren to get information from Guardian as to the reasons for their denial.  I can send this explanation and call history to guardian in a separate email.  Basically it states the customer called had spilled kool aid on the sofa. Attempted to clean themselves and now has a ring on the sofa from the cleaner they used.  And wanted it fixed.  Guardian denied their claim as they broke the guidelines to the warranty.   The warranty in this customers claim to be rectified is with Guardian. Not American Freight.  We have not instructed this customer to clean themselves.  Nor was that their complaint to us!!   I would be happy to offer the customer a 20% discount off the purchase of a replacement sofa.

I received notice that this complaint was closed due to non-response from me.I was not fully aware of the timeline, but I had intended to respond.  I lost my job in VA about a month ago and have been traveling to NE Ohio (Alliance, OH) to help my elderly mother with properly, trust and legal issues.  I could not take the additional pictures of the damaged sectional sofa (as requested by American Freight) until I returned home yesterday.  I sent the pictures to the representative yesterday; I do not have a response yet.  I feel they may not follow up if the complaint is closed.I had no one here in VA to take the pictures needed.  If possible, please re-open the complaint.  This was a case of a sofa (nearly $1000) that began to fall apart just after a year.  Many thanks,

we have called this customer and she is coming in to reselect......store is just waiting for her to come in.

A warranty does not mean an INSTANT REPLACEMENT....IT MEANS THE DEFECTIVENESS MUST MEET THE SPECIFICATIONS OF THE WARRANTY, THE GUIDELINES.  American Freight is doing a claim for this mattress.  It is not the decision of American Freight to replace....it is the decision of the manufacturer!

The 1st chair delivered had a tear and was clearly either used or a floor model...not an upgrade by any means...the chair delivered was the original one order so it was not discontinued...if in fact it was discontinued we were never notified that our lay away item was no longer available...plus the delivery men arrived at 10PM and had clearly been drinking...a terrible...rotten miserable company.      
Regards,
Rob Thompson

I was torn as to what to do when I saw the new sectional had the same issue.  However, I thought that if I had sent it back with the delivery people, I would have $600 gone and nothing to show for it.  I fear I would have lost my leverage.  Basically, I was so upset, I didn't know what to do.  I have not assembled the new one.  It came with legs unattached.  I am so extremely frustrated at this point, I am ready to just get a refund and start from scratch with another store.  I guess I will have to just absorb the cost of delivery of the original one.  I am at a loss.  Do I hire an attorney?  Please help me if you can.