American Freight: Furniture, Mattress, and Appliance

I did email "***" prior to submittion of this claim on 08/04/20 but never received any type of response.

I bought a reclining sofa/loveseat set, as well as a dining room table, from the American Freight on *** in ***. This was purchased in March, just the week prior to the store closing due to COVID-19. I paid for delivery. Our living room was being repainted and I had some other furniture arriving so we didn’t actually put the couches into place and use them for a few days. Once we did, however, we noticed that the recliner on the left end of the couch was broken. It has trouble when you attempt to recline it – then once it does recline, you cannot put it down while sitting on it because it gets caught on something. I immediately tried to contact the store but it was then that I found out that the store had closed down due to COVID-19.

I didn’t want anyone to be able to say that I broke this couch during the time they were shut down, so I sent a message via *** to the American Freight *** page with that information (I still have the message). This was on March 27th. They gave me a phone # in order to get into direct contact with the VP of the store location. I did that and was told that he would put a note in my file so that once the store re-opened, I would be able to have that couch replaced without a problem.

I waited until after I knew that the store had re-opened (end of April) and gave them until May 12th. At that point, I placed a call to the store. A guy answered and as soon as I told him I was calling about a couch that should have been ordered for me d/t it being broken, he right away stated that the couch was on back-order (without ever looking at my account) and that they would contact me as soon as it arrived.

I gave them another month. I called again on June 16th. This time, a girl answered. She looked up my account and found it, but said she was confused because she didn’t see any couch on order for me. She put J on the phone (the manager and one that sold me my couch). He asked me for details (when it broke, if it was on delivery or afterwards). He confirmed that I did not need to submit a claim d/t it being broken on delivery. He stated that they would be getting a couch and would contact me when it arrived.

I gave them ANOTHER month. I called again on July 17th. I spoke with another girl... this one stated it was her 3rd day there. She also had trouble locating information about this couch that is supposedly on order. She stated to me that J would be in the store later and that they would be giving him my information and telling him that he needs to call me with an update. I never received any phone call from him.

At this point, I contacted the *** page again through ***. On July 19th I messaged, and they responded and after getting information from me, they stated they were forwarding my information to the VP at that point.

I waited until July 24th. Contacted the *** messenger to let them know that I had not yet heard back. They said they just sent another email to the VP to contact me. Again, I never heard anything back.

I attempted to call the store directly on July 30th multiple times throughout the day, but it just rang once and had a fast busy signal. I messaged the *** page again, they stated the store is still open, and that again they were contacting the VP to contact me.

Now here we are, mid Aug, and I have heard nothing. I paid a good deal of money to this store and I was assured I was getting new merchandise. After I noticed the left side of the recliner was broken, we also noted a tear underneath the right side and the stuffing continuously falls out. This is absolutely ridiculous. I either need to have this couch replaced, or if a new couch cannot be ordered I need a new set. I would be happy with a refund at this point, just to have this resolved, although I would prefer a replacement couch.

As you can see, I have made numerous contact attempts myself and feel I have done everything I possibly can, short of going to the store and causing a scene (which I feel won’t resolve anything).

I did email "***" prior to submittion of this claim on 08/04/20 but never received any type of response.

I bought a reclining sofa/loveseat set, as well as a dining room table, from the American Freight on *** in ***. This was purchased in March, just the week prior to the store closing due to COVID-19. I paid for delivery. Our living room was being repainted and I had some other furniture arriving so we didn’t actually put the couches into place and use them for a few days. Once we did, however, we noticed that the recliner on the left end of the couch was broken. It has trouble when you attempt to recline it – then once it does recline, you cannot put it down while sitting on it because it gets caught on something. I immediately tried to contact the store but it was then that I found out that the store had closed down due to COVID-19.

I didn’t want anyone to be able to say that I broke this couch during the time they were shut down, so I sent a message via *** to the American Freight *** page with that information (I still have the message). This was on March 27th. They gave me a phone # in order to get into direct contact with the VP of the store location. I did that and was told that he would put a note in my file so that once the store re-opened, I would be able to have that couch replaced without a problem.

I waited until after I knew that the store had re-opened (end of April) and gave them until May 12th. At that point, I placed a call to the store. A guy answered and as soon as I told him I was calling about a couch that should have been ordered for me d/t it being broken, he right away stated that the couch was on back-order (without ever looking at my account) and that they would contact me as soon as it arrived.

I gave them another month. I called again on June 16th. This time, a girl answered. She looked up my account and found it, but said she was confused because she didn’t see any couch on order for me. She put J on the phone (the manager and one that sold me my couch). He asked me for details (when it broke, if it was on delivery or afterwards). He confirmed that I did not need to submit a claim d/t it being broken on delivery. He stated that they would be getting a couch and would contact me when it arrived.

I gave them ANOTHER month. I called again on July 17th. I spoke with another girl... this one stated it was her 3rd day there. She also had trouble locating information about this couch that is supposedly on order. She stated to me that J would be in the store later and that they would be giving him my information and telling him that he needs to call me with an update. I never received any phone call from him.

At this point, I contacted the *** page again through ***. On July 19th I messaged, and they responded and after getting information from me, they stated they were forwarding my information to the VP at that point.

I waited until July 24th. Contacted the *** messenger to let them know that I had not yet heard back. They said they just sent another email to the VP to contact me. Again, I never heard anything back.

I attempted to call the store directly on July 30th multiple times throughout the day, but it just rang once and had a fast busy signal. I messaged the *** page again, they stated the store is still open, and that again they were contacting the VP to contact me.

Now here we are, mid Aug, and I have heard nothing. I paid a good deal of money to this store and I was assured I was getting new merchandise. After I noticed the left side of the recliner was broken, we also noted a tear underneath the right side and the stuffing continuously falls out. This is absolutely ridiculous. I either need to have this couch replaced, or if a new couch cannot be ordered I need a new set. I would be happy with a refund at this point, just to have this resolved, although I would prefer a replacement couch.

As you can see, I have made numerous contact attempts myself and feel I have done everything I possibly can, short of going to the store and causing a scene (which I feel won’t resolve anything).

On June 29,2020 my refrigerator was deliver by sale manager and another guy they force the refrigerator in the kitchen I told them to take the back piece off so that the refrigerator can get through they broke the freezer shelve and both sides of the molding on my wall they damage I just had that painted I gave the store manager time to get back with me to see how they was going to replace shelve and molding o my wall I call ever day all day for the whole mouth of july I left several messages no return calls from store manager L

On June 29,2020 my refrigerator was deliver by sale manager and another guy they force the refrigerator in the kitchen I told them to take the back piece off so that the refrigerator can get through they broke the freezer shelve and both sides of the molding on my wall they damage I just had that painted I gave the store manager time to get back with me to see how they was going to replace shelve and molding o my wall I call ever day all day for the whole mouth of july I left several messages no return calls from store manager L

On 06/07/2020 I purchased a dryer from the Sears Outlet (now AFF) in *** in ***. This dryer was purchased online and available for pickup at that store. Unfortunately it was a Sunday night and I could not pick up that day. On Tuesday 06/09/20 I determined that I no longer needed the dryer, as I was able to get my current one working. I called the store on Wednesday 06/10/20 to request a refund. I was directed to call customer service to request the refund, which I did, and it was supposed to be credited. A week later, I still saw no credit. I called the store again. I was told that the dryer was marked as picked up. I informed them that I did not pick up. The manager looked into the transaction and could find paperwork as proof of pickup. I was told that I would need to call customer service to have an investigation opened, as they have a problem with employee theft, so they could not view the security cameras, which I did. I was supposed to have information and receive a call back in 48 hours. Now almost 2 months later, I have never received a call back and am paying for *** dryer I never received.

On 06/07/2020 I purchased a dryer from the Sears Outlet (now AFF) in *** in ***. This dryer was purchased online and available for pickup at that store. Unfortunately it was a Sunday night and I could not pick up that day. On Tuesday 06/09/20 I determined that I no longer needed the dryer, as I was able to get my current one working. I called the store on Wednesday 06/10/20 to request a refund. I was directed to call customer service to request the refund, which I did, and it was supposed to be credited. A week later, I still saw no credit. I called the store again. I was told that the dryer was marked as picked up. I informed them that I did not pick up. The manager looked into the transaction and could find paperwork as proof of pickup. I was told that I would need to call customer service to have an investigation opened, as they have a problem with employee theft, so they could not view the security cameras, which I did. I was supposed to have information and receive a call back in 48 hours. Now almost 2 months later, I have never received a call back and am paying for *** dryer I never received.

I purchased almost *** worth of furniture from this location. Part of that was a bedroom set that included, night stand, chest, dresser and mirror. When the furniture arrived and we got the items out of the box; the chest and night stand had dents. In addition, the chest is not stable. It rocks back and forth any time we touch it.
I have reached out to the store and the corporate location. I keep getting the run arounds. I'm still waiting on that "someone" to call. I ask for a *** refund at this time. On the Entire order. The love seat is falling apart as well

I purchased almost *** worth of furniture from this location. Part of that was a bedroom set that included, night stand, chest, dresser and mirror. When the furniture arrived and we got the items out of the box; the chest and night stand had dents. In addition, the chest is not stable. It rocks back and forth any time we touch it.
I have reached out to the store and the corporate location. I keep getting the run arounds. I'm still waiting on that "someone" to call. I ask for a *** refund at this time. On the Entire order. The love seat is falling apart as well

I went into American Freight today to purchase a Pillowtop King Mattress and I was greeted by TY Who helped me find the perfect Matress. I am very well pleased with the service I received from TY. His demonstration of the Mattress Topper sold me also. So purchased both King Pillowtop Mattress and Matress Cover. And I am Satisfied.

I went into American Freight today to purchase a Pillowtop King Mattress and I was greeted by TY Who helped me find the perfect Matress. I am very well pleased with the service I received from TY. His demonstration of the Mattress Topper sold me also. So purchased both King Pillowtop Mattress and Matress Cover. And I am Satisfied.

If I could rate 0 stars I would!!! Placed an order online, it came out of my account right away, got a confirmation email, then after the money is taken, get a 2nd email saying they couldnt process it. Called both the customer service line and the local store and was met with "oh theres nothing we can do, you can place your order again" The money was already taken out of my account, who has an extra $500 lying around to spare these days? No effort was made whatsoever to help in any way shape or form. TERRIBLE customer service, will never shop there again and will be spreading the word to everyone not to shop with these scammers again!!!!

So I am just frustrated and bewildered how a company as large as Sear can treat their customers so badly. I placed a warranty on my HVAC with sears. During the epidemic my AC started leaking. I placed a call to Sears to get repair done.
First mistake Sears did was to send a technician to check out my problem. Tech said he found nothing wrong with the unit. He ran couple of test and came up with that result. I foolishly believed this diagnosis and went ahead and used the AC.
Now of course it leaked and again I called sears. This is the part that got me, Sears out sourced a company for repairs ( did not know this). So when another tech came he found the issue. Parts were ordered and I now had to wait for the process of getting the part. Tdchn also mentioned I should not be using the AC as it can damage other motor parts.
My frustration now began. When you call Sesrs to get update on your service ticket, you get a representative from India. This is where the twilight zone comes in. I was danced from one department to another, I was hanged up on with no correct and clear information
After numerous weekly follow ups, I finally got to speak with someone from America who gave me the correct update. Sears tries to locate the part from their warehouse and then it is sent to the out sourse company who would then call me to set up an appointment to change the part.
This all started in the month of June 27th as of todays date ( July 19th) my HVAC is still not working . I also let them know I have my 86 year old mother living with me. Sears placed this as a medical issue and it will be flagged ( this is what Sears told me ).
Sears offered reimbursement of the purchase of any fan, AC etc. I live in a Home Association compound so placing a unit at the front of my home is not allowed. My AC I purchased can omly be in the back of my house, so cooling the rooms is not feasible.
As of July 19th I am still waiting for my HVAC to be fixed.
WHY WHY WHY
Frustrated Customer

I was half assed greeting when I walked in, noticed every employee on their phone including the manager. Browsed the store for about 10 min and still no proper greeting or genuine interest on what we were looking for. I had to walk to the front counter and ask for a manager( found out she was the one at the counter watching Netflix) and she still didn’t bother to ask us anything! Called your “customer service” line and he sounded half way sleep and every bit of unconcerned with what I had to say, pretended he was taking my info and gave some half as dry apology. Is this how you guys do business? Shame on you! ????

If I could rate 0 stars I would!!! Placed an order online, it came out of my account right away, got a confirmation email, then after the money is taken, get a 2nd email saying they couldnt process it. Called both the customer service line and the local store and was met with "oh theres nothing we can do, you can place your order again" The money was already taken out of my account, who has an extra $500 lying around to spare these days? No effort was made whatsoever to help in any way shape or form. TERRIBLE customer service, will never shop there again and will be spreading the word to everyone not to shop with these scammers again!!!!

So I am just frustrated and bewildered how a company as large as Sear can treat their customers so badly. I placed a warranty on my HVAC with sears. During the epidemic my AC started leaking. I placed a call to Sears to get repair done.
First mistake Sears did was to send a technician to check out my problem. Tech said he found nothing wrong with the unit. He ran couple of test and came up with that result. I foolishly believed this diagnosis and went ahead and used the AC.
Now of course it leaked and again I called sears. This is the part that got me, Sears out sourced a company for repairs ( did not know this). So when another tech came he found the issue. Parts were ordered and I now had to wait for the process of getting the part. Tdchn also mentioned I should not be using the AC as it can damage other motor parts.
My frustration now began. When you call Sesrs to get update on your service ticket, you get a representative from India. This is where the twilight zone comes in. I was danced from one department to another, I was hanged up on with no correct and clear information
After numerous weekly follow ups, I finally got to speak with someone from America who gave me the correct update. Sears tries to locate the part from their warehouse and then it is sent to the out sourse company who would then call me to set up an appointment to change the part.
This all started in the month of June 27th as of todays date ( July 19th) my HVAC is still not working . I also let them know I have my 86 year old mother living with me. Sears placed this as a medical issue and it will be flagged ( this is what Sears told me ).
Sears offered reimbursement of the purchase of any fan, AC etc. I live in a Home Association compound so placing a unit at the front of my home is not allowed. My AC I purchased can omly be in the back of my house, so cooling the rooms is not feasible.
As of July 19th I am still waiting for my HVAC to be fixed.
WHY WHY WHY
Frustrated Customer

I was half assed greeting when I walked in, noticed every employee on their phone including the manager. Browsed the store for about 10 min and still no proper greeting or genuine interest on what we were looking for. I had to walk to the front counter and ask for a manager( found out she was the one at the counter watching Netflix) and she still didn’t bother to ask us anything! Called your “customer service” line and he sounded half way sleep and every bit of unconcerned with what I had to say, pretended he was taking my info and gave some half as dry apology. Is this how you guys do business? Shame on you! ????

I wish I could give negative stars. Do not buy from this company! I bought furniture in May that was suppose to come June 1st. It didn't come and I was given a different delivery date every time I called but they never showed up. They finally made an adjustment to my order and delivered the end of June. I was supposed to get a credit for the trouble I went through. It never happened. I was told the store reported it to the finance company, who had no record. The next time I contacted them, I was told the credit was issued and would be visible in a few days. Now I'm back on hold and we're starting all over with them contacting the store to verify the credit I was told was already being processed!!!!! I'll never buy from them again.

I wish I could give negative stars. Do not buy from this company! I bought furniture in May that was suppose to come June 1st. It didn't come and I was given a different delivery date every time I called but they never showed up. They finally made an adjustment to my order and delivered the end of June. I was supposed to get a credit for the trouble I went through. It never happened. I was told the store reported it to the finance company, who had no record. The next time I contacted them, I was told the credit was issued and would be visible in a few days. Now I'm back on hold and we're starting all over with them contacting the store to verify the credit I was told was already being processed!!!!! I'll never buy from them again.

order delayed, then only 1/2 of the order arrived at their warehouse 2 months later, they refund only 1/2 the order which was fully cancelled. cant really give them any kind of GOOD recommendations

order delayed, then only 1/2 of the order arrived at their warehouse 2 months later, they refund only 1/2 the order which was fully cancelled. cant really give them any kind of GOOD recommendations