American Freight Furniture and Mattress

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!

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

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!

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.

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.

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,

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 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.

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.

We will be happy to refund this customer.   We also will be happy to pick up his furniture and when it comes into the store, in house, this customer can be refunded!American Freight has furniture that has parts come from overseas but are assembled in the USA.  We apologize that the salesman give an unclear and incorrect explanation, she has been explained the correct facts.   Please advise the store of your decision.

Customer has been replaced of damaged furniture.

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 ###-###-####

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

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.

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.

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!!!

The money was never refunded to my card. I contacted the bank who states that it should not take longer than 3 days for the money to appear back on my card. It has now been 6 days. The bank does not show any refund pending or in process. Please see attached bogus receipt from American Freight. The "receipt" that the store provided me nowhere shows the last 4 digits of the card that the money was credited to. It also has other errors on it. It shows there was a store credit the same day and then the store credit was taken back. At the bottom of the "receipt" it shows a layaway balance of $861.79 which is incorrect. I have no layaway balance. I believe that this isn't a receipt, but some kind of word doc that they're just typing information into and trying to pass it as a receipt to once again rip me off. If this isn't resolved within the next week I will be filing a lawsuit in order to get my money back.

Customer has been call to start a claim and explain its importance. Customer sending pictures of damage/defect. Customer will be notified immediately as soon as we hear from the manufacturer.

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