American Furniture Galleries

On July 4th, Mrs [redacted] did made a purchase at our location But the item she brought from us was a clearance item and it was as-is On 2-16-15, Mrs [redacted] did come into our store and brought up this issue about her table being damage/defective We printed out a copy of her receipt showing her that she sign clearance item and no cancellation We did offer her a service to go out and inspect her table on 2-22- The inspect call us and said it does look like there is a small bubble on the table This Sunday 3-1-15, we are going back out to Mr [redacted] house and pick up her table up for repair Its not going to be perfect fix But we think we can get the issue resolve With the request for money back, we able to give Mrs[redacted] money back on an item that she made, because it was a clearance item But we are willing to fix the table for her

I'm responding to the complaint from Mr [redacted] Mr [redacted] purchase a clearance item and there was no warranty no exchange and no refund and Mr [redacted] sign itMr [redacted] didn't like the furniture after the weekend was overMr [redacted] stated at the time of purchase that he had a party and he need the furniture by fridayAmerican Furniture explain to Mr [redacted] that at the time of purchase he new that it was a clearance item and he sign itAmerican Furniture will take it back only he he paid a restock fee

We called Tim (manager of repair) to have someone come out and look and our couchJeff who came out first agreed there was a problem and even took a picture, but when he went back he told Tim no problemTim was supposed to call us back, he never did, so we called him and explained and said Jeff agreed with us Tim was very rude and condesending and we told him we would all the manufacturer since there is a warrantyWe called [redacted] and the customer service person, Pat, told us to call where he purchased itWe told her we did to no avail She called us back and said there is a representative in Denver, Jack [redacted] We called him to set up an appointment He came out and tipped the couch from the front (which Jeff did not do, he looked from behind) and saw right away the metal was bent and we needed a new mechanism He ordered the part and came to our home to replace it We asked Jeff if repairs had to be done how that worked, he said we take your couch and remove the leather and keep it a couple weeks and we pay for the labor Jack did excellent work, and with the [redacted] warranty we paid only his labor costHe did the work in our home and it took about one hour The customer service was terrible with [redacted] I really don't know how they stay in business being so rude How can they not even call you back when they said they would, and we also asked Tim to have Jeff call us to clarify what he saw with the couch in our home and why the story was different when we spoke with Tim Jeff never called us either We just want consumers to know that when you shop at [redacted] you don't get the service you expect from a high end store This wasn't [redacted] !!! Warranties should be honored by them At least the maufacturer stood by there product I give [redacted] and A+ All our future purchases will be from [redacted] , they have great customer service and wonderful sales people

I am rejecting this response because:Whoever responding to this complaint made this story up and it was the lies from the furniture store is why I complained from the beginningIt shows the integrity of the store when making remarks that the person responding doesn't even identify there nameWhat do you have to hide?The issue wasn't the t.v that they hadThe issue was the furniture store trying to pull a switch and bate on an item that they knew they no longer carried that I signed to getThey assumed that I would settle for something else after I signed the contractThe situation with the t.v was just another lie from American Furniture by telling people that the t.v they were carrying was a promotion from [redacted] was false [redacted] had no promotion going on with American Furniture StoreThe store manager at [redacted] called American Furniture Store and advised them to stop advertising using [redacted] ***s name.Let me state for the record that whoever stated from American Furniture Store that I stopped paying for these itemsthis was also false*** Acceptance who was the finance company cancelled the contract because of the switch and bate situation that the furniture store didI paid for the lamps that I received paying in cash prior to leaving the store with the itemsI never received the other furniture items from American Furniture Store because they never had the items from the beggingThe t.v was still at [redacted] *** for Rac Acceptance to pick upI have no items that I did not pay for.If you read the stores reviews online 85% of them are people complaining about lies they have told and how tricky they were with the paperworkIf you have seen American Furniture every year for the past years they lie to the public and tells us that they are having a liquidation sale because they lost their lease and they have to moveThis is a scam to try and raise their sales upIf you buy anything and I mean anything from this store always pay with your credit card never use cash or your atm card so when they try and scam you, you will have some leeway of getting your money back from themYour credit card company will give you your money back if they have tried to scam you and believe me they will

On February 10th Mrs [redacted] purchased a 4pc sectional from salesman [redacted] , and scheduled for delivery for Friday February 20th On February 12th Mrs [redacted] came in to sign for the financing contract, and re-scheduled her delivery for Friday February 13thHer salesman [redacted] was off on February 12thMrs [redacted] was helped by another salesman named ***After he helped Mrs [redacted] he faxed her paperwork to our warehouse in Sacramento, and placed her paperwork back into our deliveries for Friday February 20thApparently when the warehouse confirm with our store, her salesman [redacted] was off and we couldn’t find Mrs [redacted] paperwork for Friday February 13thMrs [redacted] paperwork was still on our deliveries for Friday February 20thOn Friday February 13th Mrs [redacted] called her salesman [redacted] to confirm her delivery [redacted] did not check our delivery schedules and told Mrs [redacted] that she was on delivery Later that day Mrs [redacted] called again about her deliveryWe checked our delivery schedules and found Mrs [redacted] paperwork on scheduled for Friday February 20th We explained to Mrs [redacted] that there was a miscommunication with her paperwork, that Mrs [redacted] was put on scheduled for Friday February 20th not Friday February 13thMrs [redacted] was very upset, she demanded to speak with her salesman right awayWe gave [redacted] Mrs [redacted] message, he said he’ll get to her right after he finished helping his customer Mrs [redacted] was on hold for 2mins her salesman was still busy so we told her if we can have [redacted] call her back as soon possibleMrs [redacted] demanded to speak to a manager right away , the Manger was out of the office remodeling our showroomMrs [redacted] was very upset and said that we are rude for not interrupting her salesman and the mangerWe called Mrs [redacted] salesman [redacted] into our office and explained the situation [redacted] called Mrs [redacted] back and told her there has be a miscommunication and we can not deliver her sectional that dayWe will try our best to have her sectional delivery the very next day February 14th first thing in the morning as soon as our warehouse delivery mans drives out Mrs [redacted] took February 14th delivery and hang upMrs [redacted] called our other store in Auburn and complainManger [redacted] called us and said Mrs [redacted] had called him to complain about the situationWe told him we already spoke with our customer and she agreed to take February 14th deliveryOn Saturday February 14th when we delivery Mrs [redacted] sectional she called us and said that her sectional was in two different colors and she is not happy about itWe told Mrs [redacted] there might have been a defect from the manufacturerWe will call for another driver from our warehouse to load a new sectional on a truck and re-delivery for Mrs [redacted] on the same day, with manager *** [redacted] was the only manager of the day and so he can not leave the storeManager [redacted] went to help with the delivery instead of ***After the delivery was done Mrs [redacted] came into our store very upset with her husband and mom, to speak with Manager ***Mrs [redacted] said to make her happy she wanted a free armless recliner chair that is worth $dollars For the inconvenience we did give her the armless recliner chair that she requested to make her happyMrs [redacted] was satisfied and sended her husband to pick up the chair right awayWe did our best to work with Mrs [redacted] to satisfied her

To whom may concern We responded to Revdex.com about customer name [redacted] .On 2/10/Mrs [redacted] purchased 4pc sectional and scheduled for delivery on 2/20/15.On 2/12/Mrs [redacted] came in to sign for financing contract, and re-scheduled for 2/13/15.However there was a miscommunication between the store and the warehouseHer paper workwas still scheduled for 2/20/Mrs [redacted] called the store on 2/13/to confirm her deliveryWe found out that her sectional was still on schedule for 2/20/For the inconvenience we rushdelivery for her the next day 2/14/After the delivery she came into our store and complain againabout the situationWe gave her a free armless chair that is worth $dollars for the inconvenience to make her happyShe was satisfied and sended her husband to our store to pick up the chair right away.We don't understand why she's still unhappy with our service

I am responding to a complaint that has already been resolved This complaint has been resolve back in 01/13/ Mrs [redacted] - [redacted] sofa has been repair and return to her home on 01/13/ We have repaired everything to factory for her All the area that she had issue with have been replace or repair to factory standard We not able to fix wear and tear that have been made on the sofa, but everything else has been repair Since the return of her piece on 01/13/2012, I haven’t heard anything else from Mrs [redacted] So I hope this letter will clear up this case Thank you very much

Revdex.com: I have reviewed the response made by the business in reference to my concern, and although I have received my full refund almost three weeks after they said it would take days I am still unhappyI did not receive a call from them I contact them in regards to my table and they informed me they had given it to someone elseI was also extremely disrespected by the store managerAfter I told my father what happened once I left, since he was with me at the time of purchase he went in to speak with the managerNot only was I disrespected via the phone when I called the manager Sean to check on the status, he disrespected me when I went in and then disrespected my dadI am unsatisfied with how I was treated by managementAnd I lied to

I am responding to this complaint that we have. After looking over this account, it looks like the customer already received a refund from us in full on 5-12-12. I do apologize for whatever inconvenience that the customer went though. But this case has already been finalized
back in If there is anything else, please feel free to contact us. Thank you

We are very sorry for such a confusing finance process you recently experienced on February 5th and February 12th at our storeDaily we strive to provide our customers with the best furniture and shopping experience possibleWe fell far short in this caseWe apologize for the lack of
professionalism in this caseProfessionalism is a minimum you should expect from usCustomers drive our business and losing you from such an avoidable situation is not acceptableWe reviewed our procedures and implemented training immediately the next day when we discovered our errorsWe did follow up training with the full team, as well, after your order cancellationBeing trusted to provide the best furniture and shopping experience is vitalDue to new staff and improper training we thoroughly confused our customer on the finance processThis situation should never have happenedBoth applicants agreed to be co-applicants applying for joint financing but the wrong application was usedThey also were misinformed about the “Referral” of their applicationUsually a “referral” from the finance company means they will be approved after the finance company verifies the primary applicants’ identity and Information by speaking directly to that personIn this case, the finance company was closed due to the late hourWe should have informed both of them to return to complete the finance process and complete picking their furniture at their convenienceWith the order cancellation on February 12, 2015, our accounting department processed a $refund check #*** mailed directly to Ms*** for her depositWe regret how we mishandled your shopping experience and strive to be complete professionals now, and for every other customer who trusts us with their businessThank you for taking the time to share your concerns so we can improve our service

I would like to say that they are not telling the truth and I don't believe that they should get any certification from the Revdex.comI was told when I received the first delivery of the merchandise that I could keep it and write "refuse" on the invoiceI did and from there started the worst nightmare of my lifeI contacted the store and their managers times over the next months and I have the records to prove itI went in person timesEvery time they lied and said that the new piece of furniture was being ordered to replace the damaged furnitureThey came out one week before the refund on the second Sunday in MarchAt that time they brought out a damaged product and it wasn't even the same thingThey brought me out the wrong colorThey also had two men who did not speak English who were smoking on my doorstep and put their cigarettes out on my doormatThey then refused to wear booties into my house and muddied up my floor and carpetIt took different managers and my husband who works for the District attorney's office turning in a report of Fraud for them to finally give us a refundThe day they showed up, I helped them carry the furniture onto the truck and told them good riddensThe general manger finally told us that the whole time we were trying to reorder the furniture that it never existedIt was simply out of stock and discontinuedI asked him why he did not tell me up front and he said that they did not want to lose moneyI feel that you should know about this awful behavior and they should not be receiving a high rating on their horrible customer service.Thank you,*** ***

To Revdex.com:We are unable to use any of the information provided to help locate the transactionUsing the complainant's name "*** ***", his number "###-###-####" and his address, "*** *** ***" yields nothing in our historyThe model number is not correct as there are no Ashley products
do not start with an MA and the order number is incorrect as we do not have an invoice numbered "6198" from The customer needs to give us information directly off his invoiceWe need to know the invoice number, store purchased from, and the name of the person on the invoice.As for the warranty, American Furniture Galleries sells accidental protection coverageWhat he is describing sounds more like a wear and tear issue which is normally not covered under such plansNow hypothetically if the sectional was damaged from an accident such as being pierced by a sharp object, an ink stain, etc, then that would be coveredIt sounds as if the customer has a misunderstanding about what is covered under the protection plan he purchased. -- ***

Dear Revdex.com,
Mr *** *** came in and purchase a dining set and went to the warehouse to pick up on 9/25/ Mr *** call that evening and said he had a hard time assembling the table and he wanted us to bring him a new one, I told Mr *** that if he pick it up at the
warehouse he responsible to take it back for exchange Mr *** don't wanna bring it back to the warehouse for exchange cause he said it not his fault I told Mr *** if he don't take back the dining table to warehouse I have to send and inspection tech first to see if anything is wrong with the table and my tech can set it up for him on 10/07/ The salesman ask Mr *** if he wanted delivery and we set up for him and Mr *** wanted to pick up himself and the salesman told him he is responsible to take it back if anything is wrong American Furniture is willing to come out to Mr *** home to inspect and help him set up but it has be our time not his
THANK YOU

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
However this acceptance does not in any way excuse the unsatisfactory customer service provided by American Furniture Gallaries ManagmentIt is my opinion that this matter would have been solved much quicker, without any outside mediation if communication with updates had been provided as promised.Thank you,*** *** ***

I am writing back to a recent complaint regarding fading on some bonded leather pieces MR./Mrs *** made a purchase from out location back in Their item were delivery to them on 11/20/2010, the manufacture only warranty there material for year Mr./Mrs *** did purchase a yrs warranty that cover any accidental that happen to their pieces Accidental cover any rip,tear,burn, stain or puncture Extended warranty does not cover wear and tear Fading of material would fall under there wear and tear Because it leather/bonded leather the material has to be conditional and taken care of Also the pieces that they purchase could have been under direct sunlight for the pass year and it have dried out and started flaking All different condition could have cause this to happen As a store we only take care of any manufacture defect for the first year Mr./Mrs *** have pass their warranty and our hands are tie in this matter I do apologize that we can't do anything for them

Dear Revdex.com,
American Furniture came out on 10/07/to look at the dinning table to see if it was manufacturer defect The dining table was assemble wrong that's why the holes didn't match up, American Furniture tech assemble the dining table together for Mr *** that same day

To whom it may concern:
Upon researching this complaint, Mr*** had a legitimate problem with his new power recliner loveseat
We tried our best to resolve the problem by repairing with replacement parts that did not workAt the onset
of the problem with his loveseat we ordered a
new one to replace itThe new one arrived and we exchanged
the one in his home for another new one on 12/24/
This complaint has recently been shared with us at the Rancho location and we are responding to clarify how
the problem was solved. If you have any questions you may contact me at ###-###-#### between 10am and
8pm Monday to Friday

I am rejecting this response because:
First and foremost, I was made to feel like it was my fault that the table did not properly fit togetherOnce we resolved that the issue is on the part of the store manufacturer, I was promised that I would have a new one delivered THAT Friday (which I see he is skillfully decided to leave out in his response), which I agreed to
A DAY BEFORE the new one was to be delivered, I recieved a call saying that it was going to pushed back ANOTHER weekNo apology; no attempt to find a day that would work better with my scheduleRightfully so, I was incredibly mad about having to re-reschedule my trip out of town because of this company playing gamesObviously, its too late to have my table delivered on timeMy wife and I were treated poorly and the problem isn't close to being resolvedHowever, I do have lovely chairs sitting by themself in the dining areaI will make every attempt to warn the public of the poor business practices of this locationThe Revdex.com has over compliants about this ONE location; for very similar issues to mineThey are scamming the public and I will make it known
** ***

I am rejecting this response because: 1) Response is untimelyI bought and complaint about the item couple of years agoFor business to untimely respond after few years is unfair and working in bad faith with their customers2) At the time of sale, business agent told me that exchange will be offered at no cost to me in case I didn't like the setAnd, refund will be require restocking feesHowever, when I went in to exchange the item they said "no." Additionally, store refused retuning item with restocking fees. For business to be untimely in responding to my complaint and not being upfront further shows their bad customer service and lack of candor*** ***

I am rejecting this response because: This is an issue that happened over one year ago, and I am just getting a response back from the company. Secondly, I ended up getting the rails for free from the company by going through the manufacturer and picking them up at the warehouse, due to diligence on my part. Thirdly, my credit score was well within the limitations of getting credit, I had just purchased a house, and American Furniture denied me without even running my credit., which I am assuming racial profiling had a lot to do with this As far as I am concerned the matter is closed. I no longer or will ever do business with American FurnitureTheir customer service on a scale from to is a -