American Furniture Galleries

I'm responding back on a complaint by Ms *** *** about a living room group that she
purchase that cam with a TVMs *** went to best buy and seen the TV for a cheaper price and
was upset and said we over charge herAmerican Furniture explain to Ms *** that she
finance
it and the pricing will be different unless she wanted to paid by cash,visa or check than we can
give it to her for the cash pricing and she refuse itMs *** have made only two payment and
after that she stop paying the finance company and American Furniture had to credit back to the
finance company and Ms *** have furniture that she is not paying for

I am rejecting this response because: I'm really tired of people telling me that the rip is my couch is excessive and that it was not accidental. Do you live in my home, where in my home when the rip accord. Basically you are telling me that I purposely ripped my couch so I could fight the warranty company and the furniture to get a repair done. I take great care of my couch's and have made sure they are well taken care off. Accidents happen and that is why I purchased the warranty.I have all the ripped material and the stuffing in a box at my home if anyone would like to come and actually investigate. Mr. [redacted] never reached out even after my 4th and final attempt to resolve this person. We spoke for about 5 mins and then he was one. This furniture store does not stand behind the products nor do they care about there customers. Yes the claim has been denied and now I will make sure that ever consumer that lives in and around Sacramento is aware of that American Furniture Gallery sales a warranty that does not cover any damage. The sales guy never gave me pamphlet describing what damage is covered. We spoke about it and I asked a ton of questions( I have a witness). all I received was my invoice with the cost of the warranty and the name of the warranty company..  The fact of the matter is the the repair cost is more than the cost of the warranty and that is why no one wants to fix the repair. I personally will never shop American Furniture Gallery's again. Nor will my family and friends.  I will also be contact [redacted] and asking them to do a story and I will make sure that review is posted on every review site around.

I am rejecting this response because:I emailed the Revdex.com on Friday, February 13th as sales person, [redacted] at American Furniture Galleries had scheduled my delivery for February 13th between 11-4pm.  I underwent surgery the prior day and the salesman knew that I needed delivery on same date so I would have somewhere to heal and keep my arm propped.  On February 13th, my husband took off an entire day from work ($400 lost pay) to be home for the delivery.  I spoke to American Furniture Galleries a total of 7 times on the 13th beginning at 10:32am to see where we were as far as delivery time frame.  I continued to check up with the salesman throughout the day.  When I spoke to him at 2:59pm, I was told that he called the warehouse and that my delivery was the next on the drivers route and would arrive within the hour.  At 4:09pm, 4:26pm and 4:33pm I spoke with the store again and again.  I was finally told that while the correct delivery date was in their computer system that the invoice was not put on the delivery trucks clipboard.  We were also told after their mistake by salesman [redacted] K that if we wanted to cancel our order that he would refund $100 (which was what I put on my credit card in the first place).  On top of that, we were told in our attempts to reach management that the manager and salesman were on the floor and it would be rude of them to interrupt either to deal with this situation.  I am sure my frustration is understandable as we had sold our couches 2 days before and planned the delivery down to planning around my surgery as well as my husband taking time off work.I also contacted American Furniture Galleries Corporate Office in Auburn, Ca wherein I spoke with Manager, [redacted] after being denied by staff to speak with a manager at the store of purchase (Roseville, CA).  He verified that the delivery date was correct in their computer system and personally contacted the Roseville location 5 times to ensure this wouldn't happen 2 days in a row.  We were finally told that our delivery would be delivered first thing Saturday morning (11am).  I ended up receiving a call from the driver at 11:30am who didn't even have my address.  When the order arrived we had more issues.  2 of 4 pieces of our sectional were the color we ordered and the other 2 were not (this was another interesting thing as our salesman told us it only came in one color).  The delivery drivers were demanding that we accept delivery of all pieces (why would we do this if it is in 2 different colors).  I am attaching pictures of the delivery crew tossing the furniture off the truck, unwrapping it and dragging the leather on the street pavement (which caused the leather to be scratched) and a photo of the mismatched sectional which the delivery drivers were trying to get us to accept delivery of even though they didn't match. We immediately contacted the Roseville location once again and were told that it would be yet another day for the furniture we did order to arrive as all of their trucks were already out for the day.  I was not okay with that at all.  We were finally told by General Manager, [redacted] that he personally would be delivering the correct furniture that same day.  Once the drivers arrived for the second time on Saturday, we were greeted by Manager, David who frankly finally gave us the customer service that their commercial states.  We were then told to come down to the store to speak with General Manager [redacted] later that day.  Again, I was upset....I was a day out of having invasive surgery and now had to leave home to go to their store again for their error as the order was in my name.  When we did arrive, I asked to speak with General Manager [redacted].  At first our meeting was not going good.  [redacted] indicated that they were not responsible for their delivery error.  Eventually he offered to pay for the warranty that I had purchased for $250.  That didn't even cover the lost wages from them wasting our time on the delivery date.  He then said instead of the warranty that he would throw in an armless chair (if we were willing to drive back home to get our truck and pick it up ourselves that very evening as he couldn't guaranty it wouldn't be sold to someone else.  He also stated that he would call me after the holiday to schedule delivery of a replacement wedge (which was the piece scratched while be dragged on the pavement).  To date, I have not received a phone call scheduling the delivery of the replacement wedge.  I am attaching photos of the original invoice with the delivery date that they wrote on it when I came in to sign said contract on Wednesday, February 11th, photos of the mismatched pieces of the sectional as well as photos of issues with the delivery crew tossing our furniture and dragging it on the pavement.Honestly, I am still not satisfied.  I feel that this entire situation could have been handled better.  I feel that if someone spends almost $4,000 on new furniture that circumstances surrounding it (product and delivery) should be as agreed upon.[redacted]

American Furniture Galleries sincerely apologizes for the problem our customer is having with their sectional. Ultra Shield is primary on resolving the problem. They should not have referred you back to American Furniture as they are responsible for the solution. We will continue to work with them...

towards a resolution. We are in touch with the manufacturer about availability and will pass any information on to them asap. This product comes from overseas and shipping times are only an estimate as delays may be encountered. Ultra Shield will keep you informed on this service claim.

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 13th. Her salesman [redacted] was off on February 12th. Mrs. [redacted] was helped by another salesman named [redacted]. 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 20th. Apparently  when the warehouse  confirm with our store, her salesman [redacted] was off and we couldn’t find Mrs. [redacted] paperwork for Friday February 13th. Mrs. [redacted] paperwork was still on our deliveries for Friday February 20th. On 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 delivery. We 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 13th. Mrs. [redacted] was very upset,  she demanded to speak with her salesman right away. We 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 possible. Mrs. [redacted] demanded to speak to a manager right away , the Manger was out of the office remodeling our showroom. Mrs. [redacted] was very upset and said that we are rude for not interrupting her salesman and the manger. We 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 day. We 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 up. Mrs. [redacted] called our other store in Auburn and complain. Manger [redacted] called us and said  Mrs. [redacted] had called him to complain about the situation. We told him we already spoke with our customer and she agreed to take February 14th delivery. On 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 it. We told Mrs. [redacted] there might have been a defect from the manufacturer. We 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]. [redacted] was the only manager of the day and so he can not leave the store. Manager [redacted] went to help with the delivery instead of [redacted]. After the delivery was done Mrs. [redacted] came into our store very upset with her husband and mom, to speak with Manager [redacted]. Mrs. [redacted] said to make her happy she wanted a free armless recliner chair that is worth $514.00 dollars.  For the inconvenience we did give her the armless recliner chair that she requested to make her happy. Mrs. [redacted] was satisfied and sended her husband to pick up the chair right away. We did our best to work with Mrs. [redacted] to satisfied her.

I am responding to a complaint that has already been resolved.  This complaint has been resolve back in 01/13/12.  Mrs.  [redacted] sofa has been repair and return to her home on 01/13/12.  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 5 days I am still unhappy. I 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 else. I was also extremely disrespected by the store manager. After 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 manager. Not 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 dad. I am unsatisfied with how I was treated by management. And I lied to.

On July 4th, 2014 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 2-22-15.  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.

Dear Revdex.com, responding to a complaint from [redacted]. Ms [redacted] has purchased furniture at American 
furniture galleries over two years ago and she had one year manufacture warranty from the first day it 
was purchased. Two years later Ms [redacted] decided to call in to complain about...

her broken rails. American 
Furniture galleries stated to Ms [redacted] that her one year manufacture warranty was up, and if she wants 
to order new rails, then she would have to pay for it including delivery and we'll go ahead set it up for 
free. However, Ms [redacted] did not want to pay and would like to everything to be free of charge. we would 
like to help Ms [redacted] to get new rails for her but her warranty was already up with the manufacture. ms 
[redacted] complained that we denied her for finance but that was based on her credit. Thank you.

To whom may concern     We responded to Revdex.com about customer name [redacted].On 2/10/15 Mrs. [redacted] purchased 4pc sectional and scheduled for delivery on 2/20/15.On 2/12/15 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 warehouse. Her paper workwas still scheduled for 2/20/15. Mrs. [redacted] called the store on 2/13/15 to confirm her delivery. We found out that her sectional was still on schedule for 2/20/15. For the inconvenience we rushdelivery for her the next day 2/14/15. After the delivery she came into our store and complain againabout the situation. We gave her a free armless chair that is worth $514.00 dollars for the inconvenience to make her happy. She 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.

We called Tim (manager of repair) to have someone come out and look and our couch. Jeff who came out first agreed there was a problem and even took a picture, but when he went back he told Tim no problem. Tim 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 warranty. We called [redacted] and the customer service person, Pat, told us to call where he purchased it. We 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 cost. He 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.

To Whom is may concern.     We recieved a complain Fr. Customer Name [redacted] about her bedroom set was scratch and chip by her dog. Yes she did purchase an extended warranty for her furnitureprovide by Guardian Protection. We did register for her FURNITURE through...

GUARDIAN PROTECTION. But Guardian Company refused to service for her furniture because they don't coverany damage that cause by animal such as dog and cat. It said in the contract when customer purchase. We have the spec that provide by GUARDIAN that explain what covers and whatnot. Everytime our Sales Person introduced this protection to our customer, they always gave these little spec paper to our customer to read. But some how Mrs. [redacted] did not read itcarefully before she purchases this extended warranty. GUARDIAN will replace the furniture if it broken or manufacture defect on workmanship only.Sincerely[redacted]Store Manager

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 it. Mr [redacted] didn't like 
the furniture after the weekend was over. Mr [redacted] stated at the time of purchase that he had...

a 
party and he need the furniture by friday. American Furniture explain to Mr [redacted] that at the 
time of purchase he new that it was a clearance item and he sign it. American Furniture will take 
it back only he he paid a restock fee.

Dear Revdex.com,My name is [redacted], I'm responding back to a complaint by [redacted]. Mr's [redacted] purchased a 5 year warranty that cover any accidents to the furniture. I contacted the warranty company to try to help Mrs [redacted] solve her problem, but with the damage to her property it is beyond excessive...

to be merely accidental. Mrs. [redacted] stated her salesman told her the warranty would cover anything that happened to the property, which is only true if the damage is accidental. She received all the informational pamphlets included  with her warranty to explain to her what is and is not covered by the company. Upon viewing the photos of the damage to the property it voids the warranty, as stated in the pamphlets. All accidents are to be reported immediately and there was excessive damage which led us to determine that it cannot be accidental damage.thank you,

Regarding this complaint Ms./Mrs. [redacted] about her not getting her dining table. The fact of the matter is that we did try to call her and let her know that her dining set was in. But during that time we found out from her that she was out of the State, so she wasn't able to pick up. But the day...

she came in and wanted her money back, we told her that would not be an issue. But the refund would have to be mail out to her and she wasn't to happy with us regarding her refund. The next day we did get a shipment of her dining set in and we called her if she was still interested in the table and we will deliver it to her. But she didn't want the set so we have already refunded her back the money in full by check. This complaint have already been resolve with the customer. We have given the customer her full refund.

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 beginning. It shows the integrity of the store when making false remarks that the person responding doesn't even identify there name. What do you have to hide?The issue wasn't the t.v that they had. The 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 get. They assumed that I would settle for something else after I signed the contract. The 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 Store. The store manager at [redacted] called American Furniture Store and advised them to stop false advertising using [redacted]s name.Let me state for the record that whoever stated from American Furniture Store that I stopped paying for these items.... this was also false. [redacted] Acceptance who was the finance company cancelled the contract because of the switch and bate situation that the furniture store did. I paid for the lamps that I received paying in cash prior to leaving the store with the items. I never received the other furniture items from American Furniture Store because they never had the items from the begging. The t.v was still at [redacted] for Rac Acceptance to pick up. I 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 paperwork. If you have seen American Furniture every year for the past 10 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 move. This is a scam to try and raise their sales up. If 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 them. Your credit card company will give you your money back if they have tried to scam you and believe me they will.

Company states:I already refunded the money to the consumer. We went out a couple of times and the customer was always dissatisfied. We reordered for this customer at least 2 or 3 times. We spoke to [redacted] the same day she brought up the complaint.

I am rejecting this response because: My address was [redacted] with a phone number of ###-###-####. Why would peeling be part of wear and tear ? So the couch is only supposed to last 3-4 years? I was told that this was a leather couch and its flaking everywhere. I cant sit on it, its garbage and a health hazard to my children. Its defective, no couch should do this within 3 yrs of buying it. I would like it to be refunded or it replaced under defective.

Review: I purchased a leather sectional couch on October 23, 2013 from American Furniture in Rocklin, CA. The couch is less than 2 years old and it is already falling apart. I purchased the extended warranty to cover any mishaps or defects. I originally called American Furniture to file a complaint and they told me they absolutely do NOT stand behind their products. I tried contacting the president of the company but they refused to give me his number or pass on my information. I then contacted the insurance company, Ultra Shield, and had to argue with them just to send someone out to take a look at my couch. The technician came to take a look at my couch and informed me it was NOT LEATHER but fabric. I, again, called American Furniture and still got the same results. I paid for a leather couch and they delivered a fabric couch. I have been a victim of "bait and switch". According to the manufacturer, the sku numbers on my invoice are incomplete. There should be letters at the end of the sku#'s specifying what material was used. I have contacted everyone possible to find a resolution. I have tried my very best to avoid filing a report against American Furniture. Unfortunately, they have left me no choice.Desired Settlement: I would like to exchange the FABRIC couch for the LEATHER couch I actually paid for. I would like American Furniture to be an upstanding company and take responsibility for their illegal/corrupt practices.

Business

Response:

To Whom It May Concern, We American Furniture Galleries would like to explain that a fabric sectional is very different from a leather sectional. If we had deliver wrong to the customer they would have known right away. It should not have taken the customer 2 years to know the differences. If anything were to happened within one year we will stand by our warranty. Anything after one year the warranty company will take care. If the warranty (Ultra Shield) refuse to take care of the customer we will step in and take care. Ultra Shield did not refuse services for customer they inspected their sectional and explained that it was not leather but fabric. Customer contacted American Furniture because they wanted a brand new leather sectional. We cannot exchange out a brand new leather sectional for customer when they’ve already used it for 2 years. We American Furniture Galleries do not sell used furniture. We sell new furniture only. That is why we have a 3 day return for store credit for re-select if the customer changed their mind. There is nothing we can do after 2 years. Thank you. Sincerely, Store Manager: [redacted]

Review: I purchased a simmons mattress set from this company less than one year ago,and notice about 5 months later that the mattrees started sinking in certain area of the bed.So I contacted the store and and spoke to a saleman by the name of [redacted] and explained that the mattress was sinking in certain areas and asked about warranty because at the time of purchased the sale then told me there was a warranty on the set his name was mirbeck.The saleman [redacted] proceeds to tell me that I had to contact simmons about warranty ,so I did I put in a form to them about what I was exsperincing with mattress set.A day later I received an email from simmons saying I had to contact the company in which I bought the set from.I called back American Furniture Gallery and spoke to manager lee, he assured me he would take care of he even got all my information I also gave him my invoice no.he said that he would send someone out to inspect the matrees and if it was an defect he would replace it ,someone was supposed to come out on 02-5-14 between 10-2.Itook off work an no one showed up .Then called the store to see what was going on and to speak with lee the manager and they said he was of for the day an to call back .The [redacted] was very rude and direspectful he just said sorry dont no what to tell.so I tried calling back the next day and again they said the Manager wasnt there and to call back. They are not honoring warranty and like to hang up on there customersDesired Settlement: A different mattress set and a signed garranty by store owner. and an apology.

Business

Response:

Good Morning Mrs. [redacted],

Good Morning Mrs. [redacted],

[redacted], I apologize for the issues you currently have, and all the inconvenience you went through at my stores. I'd be happy to follow up on the issue to address the problem(s). I went into American Furniture Galleries records and found out your mattress noticed "Mattress is sagging all over". In the warranty "cover your mattress up to 1 year without stain". This is special case because you had stain on your mattress(if that correct?). You are AFG value customer; I am willing to go a further steps to help you exchange your mattress to make up your inconvenience. Please give me a few days I will take care for you. I did call you but no one answer the phone. Please contact me at your convenience. Thank you for shopping at American Furniture Galleries. Eric Online Reputation Manager. [email protected]

Business

Response:

Good Morning Mrs. [redacted],

Good Morning Mrs. [redacted],

[redacted], I apologize for the issues you currently have, and all the inconvenience you went through at my stores. I'd be happy to follow up on the issue to address the problem(s). I went into American Furniture Galleries records and found out your mattress noticed "Mattress is sagging all over". In the warranty "cover your mattress up to 1 year without stain". This is special case because you had stain on your mattress(if that correct?). You are AFG value customer; I am willing to go a further steps to help you exchange your mattress to make up your inconvenience. Please give me a few days I will take care for you. I did call you but no one answer the phone. Please contact me at your convenience. Thank you for shopping at American Furniture Galleries. Eric Online Reputation Manager. [email protected]