American Freight Furniture and Mattress

I am replying to the contracting company (I still don't know who they are-and the information about the contracting company is not posted anywhere for customers to see). You mentioned "respect". I think I have been more than respectful.  I waited an extended time for my furniture-and when I paid for the service (75.00) after delivery of the furniture, only then did I hear about the additional 50.00 charge. ALL of your chargers should be listed "up front"-not explained on a Friday night when the furniture is being delivered. What happened to me was not good business practice, pure and simple. Customers have the right to know ALL charges beforehand. THAT is what a good and reputable business does. As I told the Revdex.com (they have been very helpful), your charges should be properly displayed in the store and/or printed on a handout for all to see. THAT would be respectful. I STILL want to know the name of your business-it seems as if you aren't going to give it to me. I just want to warn others about my experience with your company. If the Revdex.com knows, I definitely would like to know who you are. Thank you. PS. If you want to do something, you can stop by and pick up my boxes. I can arrange for someone else to be at my place if you agree to pick them up. That way you won't have to deal with me at all.

t wasn’t until yesterday I was informed I had to come in and sign PRIOR to the correct table being delivered. I’ve spoken to Joshua and the manger on more than two occasions and the instructions were never clear. I will gladly come in and sign but unfortunately both me and my spouse are employed full time which is why it’s even more frustrating because we’ve both missed different days of work awaiting a delivery that never showed up. No one even had the decency to give us a call to keep us informed.

All our advertisements say "pricing from", this customer believes all our prices for the living room package deals should BE priced at the price seen in the newspaper article. This customer wanted to pick out or customize a living room package and wanted for the price seen in the...

advertisement--AMERICAN FREIGHT CANNOT DO THAT WHICH WAS EXPLAINED TO THE CUSTOMER, DIFFERENCE PIECES OF FURNITURE HAVE DIFFERENT PRICES THOUGH THEY START AT THE PRICE SEEN IN THE ADVERTISEMENT--AGAIN EXPLAINED TO THE CUSTOMER.....BUT WE WERE GOING TO GIVE THEM A GOOD DEAL OR DISCOUNT ON WHAT THEY CHOOSE....BUT THEY WALKED OUT!

1st nothing was explained. All that was said was bugs did not come from their store and then I was hung up on.  I was getting bit from the time I got the sofa but it took me that long to realize it was bed bugs and not fleas. I was treating for fleas so the bed bugs got worse. It is only the couch that is infested.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you. I will go to store to get the $100 credit to my card.  Have they been contacted and notified that this is to be expected?  I will be there on Monday afternoon, the 21st

the replacement pieces when received are also shoddy quality.  The ottoman is broken and he been since they...

delivery men set it up.  If this is how they choose to deal with a customer this is very poor professionalism.  My fiancé had to miss a whole day of work because they couldn't be bothered to give us a specific time when itd be delivered.  I can provide pictures with time stamp of when they were taken if need be.  Also I still haven't received any type of apology for the "manager" telling us that he was doing a favor when I can also provide proof we purchased a warranty, which wouldn't be him doing Us a favor it would be him upholding the warranty we purchased.  I'd hate to have to contact corporate and media outlets to advertise the shoddy condition of the furniture and how this company treats its customers.  This Has been the worse ordeal I've ever had to go through for a warranty replacement of anything.

This customer is coming in to reselect. She has been contacted by our Regional Manager and has agreed to this.

This customer walked around our showroom floor.....looked at all the mattress......was explained about all our mattress and their prices....THIS CUSTOMER POINTED AND CHOOSE THE ONE SHE WANTED AND HAD IT DELIVERED.  OUR SALES ARE FINAL...THIS IS STATED ON THE CUSTOMER RECEIPT AND SIGNS ABOVE ALL OUR COUNTERS.  This customer has been given her options. Happy to replace, reselect or store credit.   THERE WILL BE NO REFUND!

My elderly father the customer has been waiting since July 26th when he paid in full for the furniture. It is now October 6th and I just got off the phone with my father, he said no one has contacted him from the company to let him know anything!!! My sister and myself have both called the company on be half of our parents to no avail, thus the complaint , as far as her conversation with them I can't say, as for me I gave them the respect they gave me. I am attaching a copy of the original receipt. My parents want the loves eat they purchased with cash to be delivered free of charge and they want a full refund of the the cash they spent because they have waited so long. According to the responses from this company on the over 100 complaints about delivery alone with the Revdex.com( as you know this company has had over 500 complaints in the past 3 years., the company says the products purchased if not delivered in 30 days will be fully refunded. It has clearly been more than 30 days!!!

I spoke with this customer about a different complaint on Monday.  This customer was delivered a warranty swap out Tuesday night that she claims to have damage underneath both pieces of furniture. She sent an email last night in which I responded and advised her we would replace it again....

 After that she was trying to text me after midnight last night to which I did not respond.   I will call her this morning and schedule a replacement to get out to her just as I promised her in my email.

Customer purchased items (that were shown to her by sales rep) and decided to have them delivered. She had a concern about the queen box spring no fitting but at the time did not want to pay the upgrade pricing of queen splits. So once they were delivered she was upset with the posture and felt that...

we did her wrong. So she requested a better mattress and I told her I would have to find out about that. I did forget to call her back but I told her that I would do the free upgrade to splits and free upgrade on mattress WHICH SHE REQUESTED be done. So in the end she was going to receive EXACTLY what she wanted but know is demanding her money back and for the items to be picked up. I am not sure of what else I can do for the customer considering I was giving her the free upgrades that she was requesting. I fulfilled her request but she is still upset. Modified at [8/12/2016 3:08:53 PM] Sale#:299190 [[redacted]]: Called and left the customer a VM to contact me. GR (Added at 8/13/2016 10:58:38 AM) [[redacted]]: Customer called back and said that she got delivery and was having buyer's remorse. I apologized that she purchased something that she wasn't happy with. I told her that it has already been delivered so, it would be a store credit if she wanted to upgrade she could since it was still in the plastic. I told her that it looks like the store manager offered her an upgrade at no cost and that we would gladly honor that. I told her that we would like to take care of her so, if she no longer wants the product that she was welcome to come in over the weekend to reselect and use the store credit towards anything else in the store. She yelled that she wants a refund and hung up on me. (Added at 8/13/2016 11:34:41 AM)Our Sales are Final, this is stated on customer receipts and signs above all our counters.  There will be no refund but customer has been given options, replace, re select or store credit.

I'm not sure you guys received  my previous email but this matter was resolved. Thanks again!

In response to this, the 1st chair that was delivered damaged was not in fact a floor model, it just happened to be damaged from shipping. We did however replace the damaged chair. The customer was notified prior to delivery that we no longer carried the chair and ottoman that he had originally picked out(6565 mineral chair and ottoman) back in December of 2015 but we upgraded him(a $30 upgrade) to a the 3685 Mineral chair and ottoman that has a little higher back on it, but is the same exact color that the 6565 mineral chair and ottoman were from the original purchase. The customer lives about an hour and a half from the store so his delivery was probably later than the customer would have liked, but they were certainly not drunk. They are responsible delivery drivers that have been working with us for quite some time. In addition to the chair upgrade we refunded $100.00 via a mail check refund that was received at his address of [redacted] st, Attica, NY 14011 on March 1st 2017 at 1:53pm via fedex. Thank you Rachel T[redacted] Regional Manager American Freight -Buffalo/Erie ###-###-####

Hi [redacted], this is what my Regional Manager advised,
I spoke to Miss [redacted] and personally apologized for the lack of communication about her bed frame and also that we did indeed refund her the incorrect amount (there was some confusion because we had originally given her a free I-412 frame to...

use until the Emily came in. She is going to come back down to the store so we can refund her the $141.44 that is owed to her. Please let me know if you need any other information.

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

[redacted] is not the customer!  This person is calling for her daughter, who actually purchased.   American Freight must deal with the person on the receipt, not Ms. [redacted]-- it is our policy!  This person, Ms. [redacted] has called our store several times and our corporate office...

several times and has visited the store only to become obnoxiously rude!  EVERYONE HAS EXPLAINED TO HER ABOUT THE WARRANTY THE DREAM GUARD MATTRESSD PROTECTOR WARRANTY BUT SHE REFUSES TO LISTEN ONLY BECAUSE SHE WANTS A REFUND FOR HER DAUGHTER.  Nobody forces anyone to buy!  Our store called the corporate office to warn us of her behavior on the phone.  She becomes so threatening no one can reason NOR DEAL with her!!  Please Note:  American Freight will not deal nor do business with Ms. [redacted] but only the person who purchased, who's name is on the receipt.  HELP US TO EXPLAIN TO MS. [redacted] ----IN THE MATTRESS PAD PACKAGE IS A CARD BOARD PIECE OF PAPER THAT HAS THE EXPLAINATION OF THE WARRANTY ON IT.   PLEASE ALSO ADVISE THAT OUR SALES OUR FINAL WHICH IS STATED ON ALL OUR RECEIPTS AND SIGNS ABOVE ALL OUR COUNTERS---WE ALL HAVE TRIED TO TELL HER THAT BUT SHE WILL NOT LISTEN  BECAUSE OF THE YELLING AND EXTREME DISRESPECT SHE DISPLAYS WHILE TALKING TO MYSELF AND ALL OUR PEOPLE!If the person on the receipt wishes to call up at our corporate office and speak to the CUSTOME REALTIONS DEPT, WE WOULD BE MORE THAN HAPPY TO TALK TO THEM!!

Customer has been replaced of damaged furniture.

This response is from the local store who are extremely unprofessional. There is no statement in the store or on the receipt that states ask sales are final.  Furthermore, the central office we spoke to, Gina told me that this mattress was recalled. This matter was resolved as Gina told the local store they had no choice but to give us a refund. I believe the local store should talk to Gina to receive more training regarding customer service and making sure they know when they are selling a product that has been recalled to the consumer.

It was never discussed that I was not supposed to have been charged. If I was, I would not be making a complaint and contacted them back about what I saw. So the information advising it was discussed about the no redelivery fee is false.

The warranty is in your sealed bag that the mattress came in, it is yellow!