American Freight Furniture and Mattress

The store's response is basically the same as they sent to the Florida Department of Agriculture and Consumer Services, except they added the first sentence stating "AMERICAN FREIGHT will not deal in manipulation and vengeance!".... that's EXACTLY what they DO!!!  They try to manipulate the consumer, especially anyone who has a complaint, and their vengeance is that they will not compensate a customer after they deliver damaged goods and try to bully them into accepting a measly store credit which is basically useless.I am forwarding to you a copy of my reply to the store's response to the FL. Dept. of Ag. & Consumer Affairs, so I don't have to type up all that i

I reviewed the response made by the business in reference to complaint ID [redacted], and I'd like to point out that I did not receive my refund until 9/14....

However the resolution is satisfactory to me if they provide training to their staff as this is incident is unacceptable and I would hope it doesn't happen again to someone else. 
Regards,
[redacted]

From: [redacted].[redacted]@gmail.com [mailto:[redacted].[redacted]@gmail.com] Sent: Monday, July 06, 2015 2:51 PMTo: [email protected]: 10679567 Karissa [redacted] vs American Freight> I am writing in response to the Revdex.com complaint vs. American Freight.> > Your email enclosed a copy of the response from Ms. [redacted]eltram.> > Ms. [redacted]'s response if full of inaccuracies or blatant Mis-truths.> > 1) At not time did a American Freight Sales representative tell us prior to our purchase that the delivery and assembly of bed was set up by a separate company. They did in fact tell us we paid for it separately upon delivery. After the sale, they gave us an order with a brief note on the bottom that was not detailed or explanatory.> > 2) I called American Freight and emailed them multiple times after the > bed fell apart. I have my first email dated 6/13/15 sent directly to > Ms. [redacted]> > 3) At no time did we receive a call back from the Store manager or District Manager as we requested after delivery. I can provide our phone call logs to show when our calls to the store began. > > 4. I did speak to a friendly assistant manager who I also emailed at his request. Name Marcos. From the pictures I sent him, Marcos promised a replacement piece. He stated he could tel from the picture it has been assembled incorrectly. HOwever  no one arrived on the date stated the piece would be replaced. > > 5). This prompted After 11 days with no suitable bed  for the children, I called my credit card company (USAA MASTERCARD) and disputed the charge. I followed up with a 3rd email to Ms. [redacted] stating we would not pay. It is only then after 4 phone calls, 4 emails that I received a response back from Ms. [redacted]. (At this time, I have paid American Freight for the bed).> > 6). From this point Ms. [redacted] yelled at us and made up stories. I refused to talk to Ms. [redacted] and requested to speak to someone else because I felt she was condescending and shirking in responsibility.> > 7) Someone from a contracted company of American Freight did arrive with a new bed however, they brought the wrong one. They also agreed that the bed was initially assembled incorrectly which is the reason it fell apart.> > 8) At this point in time, I restate my initial complaint and would like to add to it.> > *American Freight does not inform customers prior to sale that they > hire out an independent contractor *American Freight is selling > furniture meant for children that is not safe for children *American Freight is not adhering to a State of Ohio Attorney General Order (The company in which they are incorporated) in responding accordingly and responsibly to Customer complaints of which they have over 500 issued in the past 2 years discussing the same issues. (I wish I had known this early on).> > American Freight owes us compensation for 3 days off from work in > which we had to wait for their delivery teams American Freight owes > emotional suffering for a child that fell out of one of their beds American Freight owes for the 12 days time without a suitable sleeping option for the children.> > American Freight should be sanctioned for False Advertising to > residents in the State of Virginia All of American Freight's Merchandise should be inspected to see that it has a reasonable warrant of fitness for the intended user, especially if it is furniture for children.> We believe that American Freight owes us compensation for their lack > of business professionalism>

This customer has received her bedroom set and is continuing to pay on her layaway for her living room set.

We apologize that [redacted] has damaged this mirror!!   American Freight will have a replacement tomorrow 7/7 at the store she purchased in.

We will be transferring new bunk bed next week for swap out of old non working bunk bed. Customer is satisfied with this resolution.

Just left them a message asking them how they would like to go about getting their $100.  It was partial cash and partial credit so it would be easiest if they stopped in with their card.  I will update when they call back.

We have swapped out Ms. [redacted]'s defective piece to her sectional today 2/21/17 and also offered her and her husband $100.00 credit towards her next purchase with American Freight. When I spoke to Ms. [redacted] this evening to inquire about everything being handled today, she stated  she was...

very happy with her swapped out piece , and told her if she needed anything else to  contact me immediately. Thank You, Have A Great Day. Nate

American Freight called me just now - but I do not wish to speak directly to them. Would you be able to express my concerns directly to them? When I deal with American Freight (in the past) nothing is resolved the way that I desire.Mark with American Freight customer service called me, and his...

contact info is [redacted]. He said he'd be willing to help out "as best as he can."I don't want to deal with this company, again - so if a Revdex.com manager or representative could handle it, I would be very grateful.My desired options are:Option 1: Please have American Freight refund (no exchanges) my total of 537.00 for this mattress. Please also have them send, and pay for delivery to pick up this mattress from my apartment. Reason being, because the first mattress I ordered was a bait and switch - they exchanged it for a dirty mattress. I hired movers the first time, but the second time, I was forced to haul the mattress in myself.Option 2: This is a dirty mattress that was a scam. I am afraid to have this mattress (as it is dirty) so I have purchased bedbug proof encasements to keep this mattress in until they decide what they're doing with it - The cost of the encasement was 65.00. If they refuse to return this product, that is going to result in my having to clean this mattress (which is either paying for cleaners, or using a good deal of my water, electricity, and time). Also - there is NO WAY this dirty mattress should have been sold for 537.00 - they ripped me off and sold me something really dirty.I would like them to pick up my mattress and just refund me so I can deal with a legit company elsewhere... but if they won't do that (which, with them - I have a difficult time expecting that they'll help) - then they NEED to refund me money off of that price. I am totally ripped off. This is a company that "dickers" with prices... so they can refund me, it's what they do.They kept telling me "well, we're not going to make any money if we give you a refund" ..... I feel this is terrible.I want to be as cooperative as possible, but I just feel taken advantage of, and I felt pressured while I was in there. They should've just refunded me my money for the first bait and switch mattress I was sold, like I wanted.Please advise this situation. I'd be very thankful if a Revdex.com manager could handle this complaint for me - I do not want to talk to American Freight.

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

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is not  satisfactory to me. This business is unfair and the fact of putting the reponse all in caps tells me how ignorant and unfair business practices they have.  I have sought outght legal action as I have already been in touch with a lawyer.  I will never recommned this business to anyone and also have shared this horrible experience with my perrs family and friends.

Phoenix H[redacted]  from American Freight resolved the complaint.

Customer was delivered a damaged ottoman. Customer was refunded $131. Customer later calls the Regional Manager Gina and said he would like to purchase the ottoman again. Customer comes to the store today 3/18/16 and spoke to Gina and decided he didn't want to purchase it and told her "he would see her in court".
Customer wants a "he said, she said" battle and American Freight will not dabble! Customer has been refunded!

Mr [redacted] along with American Freight have not been honest and has told me one thing and have done another when I spoke with Mr [redacted] on 5/25/2017 he state that I would go intthe store to pick refund and same...

day furniture will be picked up however on 5/26/2017 Mr [redacted] is stating refund would be later that he don't trust delivery crew so and I stated to Mr [redacted] I don't trust him so I will be pursuing civilly in [redacted] court to ask for the maximum allowed considering the inconvenience and the storage of damage set in my apartment which is preventing me from purchasing a new set at another furniture store. Along with punitive damages I'm regretfully sorry that we could not prevent this matter from professing further in the legal realm. I would like to keep this complaint open as unresolved thank you in advance 
Regards,
[redacted]

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and I am willing to give them the desired information they need. The Name on the recipt is: [redacted]The Sales number is: [redacted]And it was the south Milwaukee store in: Milwaukee, Wisconsin. I went to the store yesterday and they allowed me to exchange the mattress for the one that said "Skandia 10 inch gel mattress" I was concerned again due to the fact, I was 99% sure I the one I laid on didn't have gel involved.  And when I came home with it, it was once again, not the mattress that was displayed under the sign "Skandia" at their store.At this point I don't even know if I want to exchange my mattress again simply because the customer service is ridiculously bad, and they don't know what type mattress they actually have out on the floor.  They seem to have BOTH nirvana 12 inch mattresses on the floor and one labeled as the 10 inch mattress.  I don't know if this is an intentional mistake, but I am extremely disappointed.

American Freight will refund the "mattress only".  This was a claim and customer pictures showed defective mattress only!   Customers have choices, no one can make anyone buy.  All our receipts state "All Sales are Final".  This complaint was a claim, mattress showed defect only.  Customer will be refunded for the mattress only.

Consumers should be protected from poor quality service delivered by this business. Delivery of broken furniture with damage to wood frame and damage to the framework of furniture should not be allowed to continue indefinitely. I have received broken wood and broken drawers on this bedroom suite on 3 separate occasions and I think this business should have to be responsible for delivering unusable furniture on an ongoing basis. They should be required to implement some type of limitation on the number of unacceptable deliveries to their consumers. This business does not give consumers information that furniture will be delivered by an independent contractor that is not employed by their corporation and even though I was promised that the last delivery was going to be inspected thoroughly I still received unusable furniture. Consumers should NOT be responsible to inspect furniture delivered by this business. They should be held responsible to honor their sales and make sure that their deliveries are acceptable when received by the consumer.This company should be held responsible to make all consumers fully aware of the limitations of their transactions since this information is not fully stated on the contract presented to consumers for final signature.

I am trying to find the right place. I have a case no. [redacted]  I wanted to withdraw my complaint. I have talk to the company and we resolve the issue. Please let me know if I have the right place thanks

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 am rejecting this response because: The company has YET to apologize.
Regards,
[redacted]