American Furniture Galleries

Review: Furniture was ordered on February 6, 2015. Delivery came 4 weeks later and one piece was damaged. I called and they said it would be available in 2-4 weeks and they would call. 4 weeks later I called and it still wasn't in. I called on May 2, 2015 only to be told it still wasn't in and wouldn't be available for 2-3 weeks. I must stress: I was never contacted by this company. I had to call to find out information. My last telephone call was May 2, 2015. After being put on hold 3 times I finally got the customer service manager. I found her to be rude and disrespectful. When I told her that I was upset she asked me if I understood it wasn't their fault, but the fault of the maker of the sofa. She said I was fine because I still had a chair to sit on. However, I didn't pay full price for a defective chair. I contacted another store as there is no corporate headquarters listed. The manager of that store apologized and said he would contact the manager of the Stockton Blvd. store. I want my furniture and someone to communicate with me. I can't cancel the order as they insist that there is a 25% restocking fee.Desired Settlement: As I have already paid for the furniture and don't have the complete order I want interest on the money I have already paid, my chair, and a telephone call giving me an update each week.

Review: I had purchased a sofa recliner set on 11-16-14 and purchased the Ultra Shield protection for 159.00 the couch cost 1,941.00 Invoice 91588 purchased date 11-16-2014. after two short months of having the power recliner the bottom frame had broke, I then called the Ultra Shield insurance and I keep getting the run around I finally got a hold of [redacted] opened a claim, I spoke with [redacted] Campbell Customer Care Team LeadULTRA SHIELD Furniture Protection4432 W. Hwy 80, Somerset, Ky 42503Phone: ###-###-#### | fax: ###-###-####[redacted] on March 3, 2015 filled out the necessary paper work After a number of calls to them they sent out a repair guy to come and inspect the chair. He looked at it and took some pictures and sent it back to Ultra Shield. I'm very very upset cause I have just been getting the run around from everyone. I have been speaking with the manager Shawn Nguyn and number of times he can be reached at ###-###-#### and he has been telling me that he left messages and email to Ultra Shield but never a straight answer on why my power recliner to this point has not been fixed. It has be 7 months, and I just talked to him today 6/2/2015 at 4:15 pm and tells me that he talk to a person from Ashley's the manager or boss said it got approved for the repair but it won't be another 6-8 weeks before I can even have it repaired. This is very upsetting please someone get to the bottom of this. Thank you, If you need to call me here is my number.[redacted]###-###-####Desired Settlement: I would like to get my money back for these cheap couches and shop some were dependable and not get the run around.This is a total of 2,100.00

Review: I had purchased a couch (w 2 recliners) in Feb 2015. In July 2015 we had an issue with the stuffing on the recliner. They did pick up the couch and kept if 2 weeks to complete the fixes. We notice the stuffing was ripped/loose again in April 2016. They sent out a tech on 4/5- they just pushed the stuffing back in a re-stapled in underside. AGAIN on 5/23 the stuffing is coming out on the EXACT location as the original request. I have talked to [redacted] every time I had this issue: I had requested a refund or store credit on 5/23/2016 again on 5/31, 6/1, 6/6 (where I sent her more pictures of the damage) and again on 6/16 (left her a message) but now all I am getting is "I don't have an answer yet". The company is stating that this is out of warranty, but I have had the same issue 2 times while under warranty and then third time in less than a month that the warranty expired.Desired Settlement: I would like either a store credit or a refund of the COMPLETE amount that we purchased the couch (plus the warranty) for.

I would not longer want the defective product or a product that the store wont stand behind.

Business

Response:

We at American Furniture Galleries agree that having the same problem with the recliner loveseat three times is too much. We have notified Ms. [redacted] to reselect a different piece of furniture with accident protection from our store at her convenience. She will have the full amount she paid to use for reselection. As a courtesy we will also deliver new item and take back old one at no additional fee. She plans to come in on the weekend 7/2/16.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I did meet with [redacted] and we found a different set of furninture and completed the exchange this weekend.

Review: We came in to purchase a dresser drawer chest for my 11 year old son. The sales person (John) tried to convince us that it would be cheaper to buy a set. After 3 hours of going back and forth, he convinced us into purchasing a queen bedroom set @ a discounted price, reassured me that the price includes the chest drawer (in addition to the set), and a discounted floor model Sealy pillow top posteurpedic mattress that my son selected. My husband watched him put the sold sign on it. 2 weeks later, it was delivered (today), without the chest drawer and a FIRM mattress. My son has back issues and cannot sleep on a FIRM mattress.I called him during delivery, but was told he was with a customer. The delivery people cannot respond to my complaints. I was told that I have to sign as delivered & would have to resolve with the furniture store. I called the manager, he took my information, but never returned my call. The sales person called me an hour later and told me that it was a misunderstanding & that I have to pay extra for the chest drawer. I told him that he even made a comment about my son's clothes in the tub until I can get a dresser drawer. He didn't give me a discount, instead he sold me a bedroom set that I never needed in the first place, reduced the price by removing the chest dresser and switching the bed from soft to firm. I went to the store, but the manager was busy with a customer. The salesperson didn't want me to speak to the manager, he told me that the soft mattress is going to be delivered in a week. The salesperson took advantage of us. He knew my son needed the dresser drawer chest, but he needed to make a sale commission & sold us everything but the dresser chest & deliberately switch the mattress due to make it look like he was giving us a discounted rate for the entire set. I also think that he modified our credit application to get a higher store credit limit.Desired Settlement: I need the manager or someone from Corporate Office to call me back. This is bad faith business, and I was told that I cannot return or exchange the product. This is bad faith business. The product delivered was incorrect. I want my mattress replaced asap with the exact same one that my son chose or the entire bedroom set out of my house. This are really bad people, including the manager who knew the problem but didn't bother to call me back. I would like to get a copy of the credit application.

Business

Response:

to whom may I concern

ID of [redacted]

customer happy we did exchange the mattress on sunday 10/5/14

thank you

Consumer

Response:

I am rejecting this response because:

This manager who responded here phoned me, told me that I should have never posted this complaint at Revdex.com because it American Furniture Galleries look bad.

[redacted] (Salesman) knows what he did. The bed that was delivered to replace the FIRM bed was a pillow top, but NOT THE SAME BED WE AGREED TO PURCHASE!!!! My son chose the [redacted], NOT [redacted]!!! [redacted] switch the bed and made us believe that we were getting a discount.

[redacted] was a cheaper [redacted] model, and the PILLOW TOP IS HARDER THAN [redacted]!!!!

[redacted] (sales person) and manager KNEW that they lied to us. THIS IS BAD FAITH BUSINESS!

After I filed a complaint, [redacted] called me to try and told me that he wants to make things right and that he can sell me the dresser drawer for a discounted price. What a dirt bag!

Whoever is reading this review, I would not recommend shopping at American Furniture Roseville Location!

Review: On June 30, 2013 I purchased a bedroom set with five year extended warranty. I was told at the time of purchase that this warranty would cover anything from dogs scratches (they knew we had a dog) to dings from being moved. So we had a number of dings and a couple scratches. I called in the claim and was denied due to excessive damage (there was approx 30-50 small scratches from moving furniture around. I called the store to complain and was told that my sales person doesn't work there anymore so they aren't going to honor their word. My problem is I had two witnesses with me at the time of purchase that are willing to testify that I was sold on the warranty based on this language. At the time of signing the sales person said he was narrating what was on the contract and we signed as he narrated the contract. I was only provided the sales reciept and my contact terms (how many months I would be paid). On my sales receipt it does state I purchased a five year warranty.Desired Settlement: I either want a refund for the amount of insurance purchased $199.00 or I want my bedroom furniture fix as promised!

Business

Response:

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

Review: American furniture gallery falsified my information on a contract with American First Finance. I was told that I was being financed for 90 days same as cash,but what they did was electronically entered made up information and their employee [redacted] electronically signed my signature.I never received a copy of the contract, instead I received a call from American First Finance reminding me of my up coming payment. Also that I was set up for weekly payment for the next 18 months. I informed the finance company that the information they had was incorrect. The finance company said I would have to take that up with the furniture company. I finally got a hold of the manager [redacted] after getting the run around. He said he was unaware that his employee [redacted] had falsified information on a contract and misrepresent the 90 days same as cash option. I also informed [redacted] that [redacted] never offered me a warranty which I want, and the delivery guy damage the furniture on delivery.[redacted] offered me the warranty for $200 and agreed to gave me $100 for failure to offer warranty and for the fraud. I told [redacted] he could keep his $100 because that was not sufficient. I informed him I would pay the warranty when I received the new couch he promised me to replace the one the delivery guys damaged. After waiting a month for the new couch the delivery guys arrived but with the wrong couch. I have not heard from American furniture gallery but still paying finance company.Desired Settlement: I would like to be compensated for the fraud that has me bound to a contract. Also want the contract voided. Furniture replaced or discounted. Warranty for free.

Business

Response:

To Whom It May Concern, I am willing to compensate Ms. [redacted] with a Five Year Protection Plan.

Consumer

Response:

I am rejecting this response because: The warranty is not enough. I would like the warranty and $600 off the furniture for the fraud.

Consumer

Response:

I was told by the salesman [redacted] that I eligibale for the 90 days same as cash. He told me all he needed was my income information and banking account information. He informed me as long as I paid the full balance within 90 days there would be no interest. I gave him a $300 down payment(which was optional) and received and invoice only with my name, address, and telephone number. Also the furniture model number, amount I paid and still owned on the furniture, and a telephone number for the finance company. I received the furniture on Sunday April 19th (which arrived damaged by delivery company). The very next day the finance company called me to see if I received the furniture and to inform me of my upcoming payment of $49.92 that will be coming out everyweek. I asked the lady from the finance company who set up the payment arrangement? She assumed I had. She then started to verify the information she had on me in the computer where the esign was done(I never did a esignature and the writing is not mine). She realized the the information they had was not correct like my email adress(it was created by [redacted] is not my email address), [redacted] used his self as a reference, I receive pay once a month [redacted] put weekly, the esignature was done on the 20th I was in the store on the 16th, made up the amount of the payment,occupation was wrong, work phone number wrong, and the length of time I was at my job. The lady from the finance company said that she did see where the information did not match up, but that I had to handle with American Furniture before they will release me out of the contract. My account has been debited everyweek against my will or authorization. Spoke to the manager [redacted] at American Furniture Galleries and he said he was not aware that [redacted] did fraud on my account and offered me $100 but I told he that was unexceptable for fraud and did not agree to cancel fraudulant contract.

Review: On 9/25/14 I purchased a dinette set (a table and 6 chairs) at the showroom on Auburn Blvd for almost $800. My salesmans' name was [redacted]. After picking up the set (which came in a series of boxes) I attempted to assemble it, only to find that NONE of the legs fit appropriately with the top of the table. The pilot holes made for the table were close to a 1/2 inch off. After reading the directions and ensuring that it wasnt an error on my part I contacted the salesman telling him the issue and asking how to have the table replaced. At first, I was told that they would charge an EXTRA fee to have the replacement table delivered. After much negotiation they agreed to have a replacement delivered another week from the original purchase date. A day before the delivery was to be made (today) I received another call from the warehouse manager named [redacted], who was incredibly rude, and misleading about the situation. After lying to me about his name (giving me a different one than when he first answered the phone) he told me that he wouldnt even be able to handle the situation until Tuesday because customer service issues are handled on Tuesdays. (That brings my wait time to almost 2 weeks.) I then asked for the first and last name of the General Manager to which he replied, "Im not going to give that to you." Which is when I truly knew I was dealing with a faulty company. More steps had to be taken.Desired Settlement: I would like a timely replacement as well as an apology for turning something that was supposed to be an exciting experience for my family, into a stressful, horrible mess. There needs to REALLY be some re-training with their managers. Especially who ever the [redacted] gentleman is.

Business

Response:

Dear Revdex.com,

Review: I HAVE RECENTLY PURCHASED FURNITURE FROM THE AMERICAN FURNITURE GALLERY IN SACRAMENTO. EAST STOCKTON LOCATION. WHEN THE ORIGINAL CONTRACT WAS MADE. I PURCHASED A REPAIR WARRANTY IN CASH. NOT APART OF THE FINANCING. I EXPERIENCED ISSUSE WITH THE FURNITURE AND IMMEDIATELY CONTACTED THE WARRANTY COMPANY FOR REPAIRS AND WAS INFORMED THAT THE WARRANTY FROM AMERICAN FURNITURE COULD NOT BE HONORED DUE TO THEY DID NOT RENEW THE CONTRACT WITH THEM. I CONTACTED THE FURNITURE COMPANY AND HAVE BEEN RECIEVING THE RUN AROUND SINCE LAST SUMMER. AMERICAN FURNITURE SENT OUT SOMEONE TO TAKE PICTURES AND THAT WAS IT. I HAVE PAID MY FURNITURE OFF, NEVER MISSNG OR HAVING A LATE PAYMENT. NOW THEY WANT ME TO TAKE PICTURES AND SEND THEM, I HAVE ASKED WHAT HAPPENED TO THE PICTURES THAT WERE TAKEN LAST YEAR. THEY DON'T KNOW. THIS IS VERY UNPROFESSIONAL FOR A COMPANY THIS HUGE TO BE SELLING WARRANTIES THAT ARE NO USEABLE. I HAVE MADE SEVERAL CALLS AND MY MAIN CONTACT WAS GLORIA. SHE WAS KIND BUT HAD NO RESOLUTIONS TO RECTIFY THE ISSUE.Desired Settlement: AT THIS POINT I WANT A FULL REFUND OF MY PURCHASE OR A NEW LIVING ROOM SET. I PAID OVER $5000 FOR MY FURNITURE, AND TO RECIEVE THIS TYPE OF SERVICE IS UNJUSTIFIED.

Business

Response:

Mr. [redacted] purchased a 6 piece sectional on October 12th, 2014 with our financing program, RAC ACCEPTANCE which is located inside our store. The total amount of the purchase was $2772.80 which was financed through RAC under a purchase rental lease agreement. Mr. [redacted] paid $159.00 in cash to American Furniture Galleries to cover the cost of the warranty as the warranty cost cannot be financed. Mr. [redacted] called American Furniture Galleries on January 26th, 2016 and stated that he was experiencing an issue with his sectional. We sent out a technician to do an inspection on February 2nd, 2016 and his findings were that the laf (left arm facing) has a cut on the seat cushion, a scratch on the front foot rest and also 1 armless missing rubber for handle. The technician had taken pictures of the sectional using his cell phone. We sent the information and pictures to the manufacturer and they came to the decision to provide us parts in order to repair the sectional. Unfortunately, the pictures provided by our technicians were unclear and the warranty department requested new pictures so they can order the correct pieces. I’ve tried to contact Mr. [redacted] multiple times and have been unsuccessful.On February 15th, 2016 our RAC representative, [redacted], updated Mr. [redacted] on issue and resolution decision since we had been unable to get in contact with either of them. On March 16th, 2016 we attempted to contacted Mr. and Mrs. [redacted] but the number that we had on file was temporarily out service. On April 6th, 2016 we again attempted to contact Mr. and Mrs. [redacted] but the number was still temporarily out of service.On May 29th, 2016 [redacted] (RAC representative) called Mrs. [redacted] and notified her that we requested updated pictures and provided her with our email. On May 31st, 2016 [redacted] (RAC representative) called and spoke to Mrs. [redacted] and informed her that the manufacturer needs pictures in order to ship out the required parts. On June 6th, 2016 [redacted] (RAC representative) called and spoke to Mr. [redacted] and informed him that we still need the pictures and provided him with the email address again because he stated he did not have it. Mr. [redacted] stated that he would pass this information along to his wife. Mrs. [redacted] called [redacted] (RAC representative) back that day and stated that she would not take any sort of pictures of the sectional. Mrs. [redacted] stated she didn’t need to take any pictures because the technician had already done that. [redacted] advised Mrs. [redacted] that without the requested pictures the manufacturer would not send out the parts. Mrs. [redacted] stated that she did not care and that she wanted a complete refund of the sectional instead. [redacted] let Mrs. [redacted] know that she could not issue a refund of what she had paid. Mrs. [redacted] then requested a corporate number for American Furniture Galleries. [redacted] let Mrs. [redacted] know that she only had the stores location number, Mrs. [redacted] stated she would attempt to find a corporate number on Google and that if she could not locate one she would give [redacted] a call back.Since that last call on June 6th, 2016 we have not received any pictures nor have we had any further contact with Mr. and Mrs. [redacted]We are trying everything in our power on our end to order the parts and repair the sectional, but unfortunately Mr. and Mrs. [redacted] are not being cooperative. Claim Number #11500555

Business

Response:

We are rejecting the claim..For the following reason we are willing to take care of the problem, but the customer is not wanting to cooperate with the necessary requirements in order to service her sectional.At this point in time we will have her file open till we receive the pictures or we can also send a technician to take the pictures and order the correct parts.

Consumer

Response:

I am rejecting this response because: I paid for the warranty and I want to use the warranty company. I should not have to do anything but make a phone and be serviced for the services that I have paid for. we have spent well over $5,500 for this furniture that was damaged within the first 6 months of having the furniture in my home. this is not fair business. I was never late with a payment and not once did a [redacted] or any other person reach out to us until the end of may. If I am unable to use the warranty company, then why was a warranty sold to me? REFUND PLEASE

Review: I just bought the king size bed. The railing is long and the mattress is short. There is a 6 feet gap between the mattress and the headboard. I talked to them and they send the technician. Technician told me that we have to replace the railing. He made a report and didn't write what he said to me. He just write done. I go to store and the assistant manager said I called the technician he is not answering my phone. It's been three days that he didn't answer her phone.Desired Settlement: I just want to fix the railing or otherwise they can change the whole bed. That's all I want.

Business

Response:

I writing to you regarding a complaint from M./Mrs. [redacted]. They are complaining that their bed

has a gap of 6 inches not 6 feet. I

actually remember this issue very well.

Mr. and Mrs. [redacted] came in and I show them the bed that they purchase on our

floor and it has the same gap, only if you push the mattress all the way to the

headboard. I told them they have to compromise the

spacing of the mattress. Three inches

away from the headboard and it will be only three at the footboard. The reason why there is a gap like this because

manufacture made this so you can tuck your comforter in. I also show them other bed on our floor that

have the same gap and the simple solutions, is to place the mattress right in

the middle of the bed. There is nothing wrong with their bed. I have sold a lot this particular bed, and

there were couple time that a customers did called in regarding the same issue

and I have explain to them how the manufacture made this so they can tuck their

comforter in and all the other customer understood. I hope this will help you process this

case. If you have any other question

please feel free to let us know. Thank

you

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is not satisfactory to me. He said it is 6 inches when I do 3 inches from headboard and 3 inches from footboard

it's still more than 3 inches. When I went to store he showed me the right thing and give me the wrong size. When technician came he said the railing is long. It's not the california king size standard size. If he still thinks he is right he will come and see it. Thanks

Review: On July 4th, 2014 we purchased a dining room table set from American Furniture Galleries. After assembling the table we realized the table had a manufacturer defect. At first we thought it was a nail, but it was actually a staple or something like a piece of metal that was used to make the table piercing through the top of the table. I called American Furniture Galleries immediately and was specifically told that they would replace it but currently the item was out of stock and that they would contact me as soon as the next shipment gets in. A few weeks went by and I still hadn't heard back from them so I called back again I was assure that they would fix the the problem as soon as they are able to and that I had nothing to worry about. A month later Iater I still haven't heard back so I called again and again I was told the same thing except this time they told me the manufacturer was completely out of stock and that it was on back order. Another month went by nothing from them so I called back they told me the same exact thing it was on back order and sometimes it may take months for them to get a shipment in. I basically called them vpevery month since then. The last time I callled was in December 2014 this time I was told that the products comes from a Vietnam and at this time they are having problems at the ports due to strikes and that that was why they haven't received the shipment yet. Again I was told they would fix the problem it is now February 2015 and I've been more than patient with them so I go down to the location where we purchased the dining table set from to speak to the manager stating that I've been more than patient with them and at this point I just want a refund. I was told that since we purchased the item on clearance they couldn't refund our money. I asked them why wasn't I told this when I first called in July and why did they give me the round around for the last 7.5 months promising to get this issue resolved. All I initally wanted was for them to swap out the table due to the manufactured defect but they failed to do so after making false promises for over half a year. At this point I just want a refund.Desired Settlement: All I initally wanted was for them to swap out the table due to the manufactured defect but they failed to do so after making false promises for over half a year. At this point I just want a refund. They refused to give me a refund due to the fact that it was a clearance item despite the fact that it was impossible for us to have known that there was a product defect prior to agreeing to make the purchase. If that was the case they should have made it clear the first time I called.

Business

Response:

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.

Review: I purchased a sectional and the extended warranty in Oct of 2013. When the material started fading less than a year later, I reached out to them. They had some one come out to inspect and take pictures on 10/1/2014, but never followed up with me. I corresponded with [redacted] several times and [redacted] a couple of times, and they never returned my calls as they promised. When I spoke to [redacted] last on 1/27, she said they don't have any record of someone coming out to inspect the sectional and the color fading was normal wear and tear and won't warranty their product. I immediately contacted the company ([redacted]) who provides the extended warranty and they referred me back to the location of purchase.Desired Settlement: I would like to return the sectional and be refunded for the purchase amount of the sectional and the extended warranty.

Business

Response:

Mr.[redacted] purchased a sectional on 10/192013 and received delivery of the item on 10/20/2013.

Review: I visited the facility on 8/17/14 where my husband and I purchased a sale item. The tag did NOT state clearance, we also asked for a brown ottoman. Invoice # [redacted]. When in the facility, we were treated very disrespectuflly. When we asked if there was a military discount, the sales rep laughed at us and said no, maybe that should have been the clue to turn around and walk out due to the disrespect. If they didn't have one, like most business that don't, they could have said no but thank you for your service. When I was purchasing the item the sales rep told me how much it was then started talking to someone on the phone. I had to ask for my change, my receipt, and directions to the warehouse to pick up the item. After paying for the item, the sales man then stamped the top copy (white-employer copy) with a stamp. It stated something along the lines of no refunds, exchanges, clearance item. Now I dont know what it says exactally because I didnt actually see the stamp until after I was already at the warehouse picking it up. This is when I read what it had said. I assumed it said PAID, since I wasnt informed of anything.When at the warehouse, we found out that the sales rep put down that we wanted a black ottoman. The worker that brouht out the item didnt understand what we were saying even though I was speaking as clear as possible and repeated myself multiple times. He said there was nothing that I can do. Now, not only has my husbands military career been belittled by a rude sales representative, been provided horrible customer service, now we have a black ottoman, that doesnt match. Really? And I made sure I notated the information on the (white) invoice since none of the information was transfer to my customer copy (pink).Desired Settlement: I would like a refund for this item.

Business

Response:

To: [redacted]

From: [redacted]

American Furniture Galleries/Rancho

Dear [redacted],

Thank you for taking the time to share your concerns and experience with me this afternoon. I am sincerely sorry for how you were treated in our store on Sunday. There is no excuse for poor service or for you being offended.

Please know that we do value Mr. Cochran's Military service to our country! Please give him our heart felt "Thank You" for helping keep us safe and free.

We appreciate you and your husband selecting our store to make your purchase. Consumers drive our business and without you we would not be here for over 20 years.

This definitely requires us to provide more direct training with our salesperson, Kevin, who worked with you. I assure you this action will occur immediately. Professionalism is the most basic behavior required of our staff. Explaining how our sale works is a fundamental necessity.

You have graciously accepted our offer of delivery this Saturday, of the Brown ottoman you wanted in the first place. We will take back the Black one you picked up at our warehouse Sunday. There will be no fee for this delivery service. Thank you for allowing me to make this situation better.

If you allow us to serve you in the future, please stop in at our Rancho store office so I can meet you personally and shake your husbands hand for honoring us with his service to our country.

Review: We purchased a total of $19488.50 of furniture in mid 2014 including dining table set,couch, 2 accent chairs, Bedroom set and vanity. Our sales person ([redacted]) advised us to purchase the extra warranty and insurance on the furniture. He explained that if anything happens to the material, any stain, tear, or damage to any of the products, it will be covered for 5 years. I was debating on the accent chairs since they are made of very delicate material and was worried about stains. [redacted] again brought up the protection plan and guaranteed that if they get stains on them, the insurance company will clean them. He emphasized that if the insurance company can not fix the problem or clean any stains, they will replace the piece, no questions asked. We agreed and paid an extra $800.00 for the protection plan ([redacted]). The 2 accent chairs became stained during a family gathering. Immediately I called the insurance company as I knew in our contract we needed to report any issues immediately. When I spoke with the agent over the phone, they asked me the exact numbers of the stains and their exact locations. The agent wanted to know what exactly the stain was caused by. I explained to the agent that there were several stains that look like hand prints caused by food and maybe a drops spilled by a beverage. Approximately one week later, I received an e-mail explaining that they will not cover any items due to not reporting the stains in a tely manner as per our contract and the stains were an accumulation and not a one time event. Furthermore, the light of my vanity stopped working. I called Ultrashield, and they said they need to order a part for the vanity. I just got an email from the ultrashield company that they have contacted American Furniture Galleries 5 times to get the information of the product but American Furniture Gallerie is not responding. I noticed the dining set chairs all have changed colors. American furniture gallerie has misinformed us about Protection plan.imDesired Settlement: We spent $19488.50 on furniture that is just about one year old. The accent chairs, vanity, and dining chairs need to get replaced. We were misinformed about the protection plan to purchase their furniture. They also sold us furniture that is poor in quality. We have been in contact with them since April but no results. I believe they should either fix the problems or replace the items.

Business

Response:

To whom it may concern,

Review: My husband and I purchased a sectional sofa from American Furniture Galleries in March 2014. In July 2015 I filed a warranty claim because we have an arm of the sofa that is falling off, springs are close to coming through the fabric in one seat, we have seat core issues with 3 of the other seats, the other end of the sectional is crooked and 2 of the 3 footrests in the recliner portion have all of the stuffing coming through to where sometimes we have to stuff it back inside just to close them. Although the lady I have been working with through the warranty company is very nice and helpful, she has not gotten a response to her request for parts. She has sent a request 3 times!! I have called the business myself and been told they would look for her request and get it completed soon. I was also told that they will not cover any of the issues we have with 4 out of 5 of the seats since my manufauctures warranty expired in March. I am completely unsatisfied with my purchase from this store! I understand that couches break down but I don't feel that ours should be in this bad of shape after 1 1/2 years!!! I have now been referred back to the business because the rep at the warranty companys hands are tied and there is nothing more she can do without the parts prices from American Furniture Galleries. I will be going to speak with a manager this weekend. I hope they will find a way to make this right and give me some sort of credit towards this lemon of a couch I have purchased from them. I don't particularly want another one of their pieces of furniture but our couch is almost unusable and seems to be deteriorating more each day.Desired Settlement: I purchased this sectional along with an entertainment center with a credit account with American Furniture Galleries. I would like billing to stop once I have the entertainment center paid (2-3 more payments). I will gladly give them back their sofa! I do understand that I entered a credit agreement so if an exchange is offered I will accept that but I will definately not buy anything with moving parts from them and will hope that the quality is better.

Business

Response:

To whom it may concern,I have never got a claim from the protection company therefore I was not notified about this current problem. We as a company normally deal with the protection company through emails, and sometimes I can understand that emails does not go through or maybe sent to the wrong location because we do have 4 locations. As for this customers issue with her furniture, it is past due with her warranty for one year that covers manufacture defects. After reading [redacted]'s statement of the problem its normal wear and tear from being used over a year and a half. Now with that being said, she did everything right with making the claim with the protection company. I have reached out to [redacted]. She is representative with Ultra Shield, which is the protection company and wait her to forward this claim so we can resolve this issue with the customer. As for her desired settlement, we are not allowed to stop the bill of her payments because it is a contract she had signed. Also we are not allowed to take back any furniture past 3 days of delivery or pick up.

Consumer

Response:

I am rejecting this response because: I feel this company should stand behind the furniture they sell. After 4 attempts by the warranty company to contact this store with no response, it took me filing this complaint to get a response. They are now willing to fix 2 issues on my couch but that just isn't good enough. There are so many flaws from poor workmanship that need to be addressed. While I know [redacted] is just doing his job, he is only doing so because I filed with the Revdex.com. He should have addressed this issue 2 months ago when I filed a claim with the warranty company....isn't this why warranties are sold to customers??!! What good is a $200 warranty if they do not respond to a claim! [redacted] refuses to give me a district manager or anyone above him information to talk to someone that has some authority to provide true customer service. [redacted]'s only response is that I have had the couch for over a year, while this is true, I do not believe a $1700 couch should be falling apart as bad as this one is from just sitting on it. I could understand if I had young children that jumped on it daily but ours is just occasionally sat on. Every piece of our 5 seater sectional has an issue but one. Buyer beware is what I have learned by dealing with this business!

Consumer

Response:

I am rejecting this response because:/American Furniture Galleries is not standing behind their product. Yes, I did purchase my couch in March 2014. I filed a claim with [redacted] (their warranty company) on 7/1/2015 for the following reasons: one seat/side is crooked, the other side is completely detached from the frame, 3 out of 5 seat cores need to be replaced (per [redacted]s tech inspection), the springs in one seat are close to poking through the fabric and 2 out of 3 reclining footrests have the stuffing coming out of them. That does not sound like "normal wear and tear" to me! [redacted] has done nothing but lie to me. He originally told me he knew nothing about my claim which he then took back after he learned I had filed this report. He sent technicians to my home to inspect the couch, technicians that spoke very little English (which is just bad customer service), he tried to tell me they told him these issues were my fault but after talking to these men they told me in their best English that they did not tell [redacted] this was "normal" but that they had said it was "broken and needs to be replaced". When I spoke to him on 9/4/15 and asked to speak to his manager he told me there was no one above him, only the owner to which he refused to forward my info to or to let me have their contact info. I called today 9/9/15 and spoke with a manager named [redacted] who said there is in fact a District Manager named [redacted] and he told me he would forward my info to this guy and I should expect a call next week...hopefully.My question is this, how was I to know I had a one year manufactures warranty? I have no paperwork on this and was not told at the time of purchase. The brochure I have for the $170 warranty I purchased states that every defect I have should be covered. Im not sure why this is not the case. I was only told about this manufactures warranty from the rep at [redacted] who told me that I needed to contact the store for the other repairs to which I am told would no longer be covered. [redacted] contacted American Furniture Galleries 4 times before having to refer me back to them due to the fact that no one responded with the information requested. I do not want to deal with a business that does not care about the customer. I want my money back for this couch since they are unwilling to fix it or the only choice I have is to take them to small claims court.

Business

Response:

I am also rejecting this response because American Furniture Galleries do stand behind our products within 1 year guarantee with manufacture defects. [redacted] has had her furniture over a year. Regardless if she did file a claim with protection company. Even though if she reached out to us it doesn't make a difference. The reason why I feel [redacted] is making this a problem is because she is not happy, like I said before that the protection company is only covering 2 pieces. If the protection company does not cover the other piece due to what ever the case is, is because that's normal wear and tear throughout using the furniture over time. I never lied to [redacted], I feel she's not getting her way so she is making false assumptions. I feel that I tried my best to work with [redacted], but with her saying that our technicians spoke very little English and that's bad customer service? I'm not quite understanding how that's bad service when the drivers even told me that you can not repair that because it is in not good shape. I spoke with the protection company and they are only authorizing to fix 2 pieces. American Furniture Galleries is not liable to service the other pieces that are broken due to past one year manufacture defects.

Review: I purchased an Ashley Furniture durablend couch, loveseat and recliner from American Furniture Galleries on 8/11/2011. I was told that it was durable and good quality. My recliner started to peel and flake off in 1/2013. I called the store and they said I needed to deal with Ashley furniture. I called Ashley furniture and they said I needed to deal with the store. Typical finger pointing. I now have a couch that is rarely used and is flaking. My furniture is not in the sun and is gently used yet it is peeling and flaking after only a couple of years. I paid $1600.00 and do not expect it to last 10 years but did not expect it to only last 2 years. I feel it is deceptive to sell such inferior products that will fall apart after a few years and call it durable. This quality should not even be sold. I called the manager [redacted] up and he was rude and no help. He told me that I get what I pay for and he really didn't care about my problem. I did not pay 1600.00 for it to last 2 years. I also think his management style is unprofessional and in poor taste. Apparently this store gets a lot of complaints and should be closed or fined for their business practices. I would like to buy a new set that is not Ashley durablend and that will last longer. I am sure the CEO would not be happy if he/she purchased these and this happened. I feel these are defective and I should be reimbursed money to purchase a new set. I am actually embarrassed for company to come over and see the set I purchased from American Furniture galleries that they do not stand behind. My friends and family cannot believe this. I am a business owner and would never conduct business in this manner nor would I sell such an inferior product.This would not bring me repeat customers...it would drive business away.Desired Settlement: I would like a refund or credit to purchase a new set.

Business

Response:

to whom may I concern

due to the complaint from this id [redacted]

Review: I purchased a package of furniture from American Furniture Galleries on Auburn Blvd. in Sacramento back in late September, early October. Multiple pieces of furniture were delivered. When our twin bed and TV entertainment console were delivered they were cracked and damaged. The delivery people, who barely spoke English, told me instead of refusing the items I could just accept them and fill out a complaint form for them to take back to their boss. I have been in constant communication with the store and I have even gone in person. First I was dealing with store manager [redacted] now I am dealing with a guy named [redacted]. They have constantly stalled and called me back saying that they didn't have any in stock or they had to order the piece of furniture. The main issue is with the TV entertainment console. It is large and very expensive. It comes in pieces but they told me that their delivery guys put it together in a warehouse then deliver it. When it was dropped off it was missing screws and the boards had full cracks running through them. Finally on February 22, Sunday, [redacted] scheduled a replacement delivery for the TV entertainment console. When the apparent "new" one was shown to me by the delivery guys, it was the wrong color, it was scratched and faded and had a huge crack running down the back side. These were all things that they pointed out to me. They were difficult to deal with they were smoking on my front porch and refused to wear shoe covers in my house. They came and looked at my unit and said that it was damaged and we ended up refusing the other "new" one since it was damaged as well. I called yesterday, March 4, since [redacted] had not given me a call back and he said that the delivery guys claimed that I did not let them into my house and that I did not see the furniture. Yet they barged into my house and walked all around it with their muddy shoes. [redacted] said he can bring a new one out again but it would be the last time and we would be stuck with whatever we get at that point.Desired Settlement: At this point, I told Sunny that they can come and pick up the damaged unit in my house and give me a full refund. The amount is somewhere just under $800 dollars. I told him I will go and buy the same furniture at another location where they are not going to treat me like this.

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

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.com. I was told when I received the first delivery of the merchandise that I could keep it and write "refuse" on the invoice. I did and from there started the worst nightmare of my life. I contacted the store and their managers 37 times over the next 6 months and I have the records to prove it. I went in person 2 times. Every time they lied and said that the new piece of furniture was being ordered to replace the damaged furniture. They came out one week before the refund on the second Sunday in March. At that time they brought out a damaged product and it wasn't even the same thing. They brought me out the wrong color. They also had two men who did not speak English who were smoking on my doorstep and put their cigarettes out on my doormat. They then refused to wear booties into my house and muddied up my floor and carpet. It took 3 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 refund. The day they showed up, I helped them carry the furniture onto the truck and told them good riddens. The general manger finally told us that the whole time we were trying to reorder the furniture that it never existed. It was simply out of stock and discontinued. I asked him why he did not tell me up front and he said that they did not want to lose money. I feel that you should know about this awful behavior and they should not be receiving a high rating on their horrible customer service.

Review: I spent over $9700 on furniture and mattress. Paid it all up front. Salesman was [redacted]. On our 1st delivery we received damaged goods and partial shipment. On second delivery received in exchange for a dresser where the knobs were stripping and was damaged on delivery, that new dresser knobs stripped after the first week. Our third delivery was still a partial shipment of our five piece bedroom set, and it was the wrong mirror and wrong color. It's been five months and still have not received our whole shipment on our five piece bedroom set, and mattress has been sagging since the first month. And we have a 10 year warranty on this mattress . To the point where it is painful. I have been in contact with the salesman, manager [redacted] and [redacted] via text, email and phone. And all they do is give me excuse after excuse trying to prolong delivery of paid merchandise. They keep telling me that it's being made in Vietnam and they have to wait on it, it's been over five months. I would just like to go into any of their stores and pick out a new five piece bedroom set and mattress , that they have in stock!Desired Settlement: I would just like to have a complete five bedroom set and a different mattress with better quality for the price that I paid.

Business

Response:

On April 18th,2015 Mr. [redacted] came into American Furniture Galleries and purchased several items from us which included a 7pc California king bedroom set that was clearly marked “CLEARANCE ITEM.” These items are 50% off their normal price and are sold as is, with no refunds, no returns and no exchanges. Mr. [redacted] also purchased a California king mattress set to accompany his bedroom set. His merchandise was delivered on April 19th, 2015 with the exception of a mirror and a nightstand.

Review: I was mislead during the contract signing process. I was not given the opportunity to read and review the contract. The sales person only showed me where to sign. He intentionally told me not to sign an area that would opt out of auto debit payments. There was no 3 day right to cancel notice attached to the contract. My schedule of payments were very vague. The salesperson promised me a 1 year warranty but did provide that in writing. The contract pages on the bottom do not match and I was not given a page. One page is missing. My down payment was not listed on the financing agreement. They did not explain or give me the option to obtain the accident or incident coverage.Desired Settlement: I want to be able to cancel my financing contract and change to a layaway program as I had originally requested. I want my contract to reflect my down payment. I want them to include a 3 day right to cancel in their contract. I want the warranty that was promised to me in writing. I want the accident or incident coverage explained to me so that I can decide if I want it or not.

Business

Response:

To whom it may concern,The original contract that Ms. [redacted] signed was voided as requested by her the following day. There isn't anything else to cancel. As requested, Ms. [redacted] is now on a lay away option with our store and is entitled to cancel at any time. As of right now Ms. [redacted] has already paid $200 towards her furniture and have a balance of $2730.45. She has the option of continuing with the lay away or canceling. All of the furniture in our stores are sold with a 1 Year warranty against manufacture defects, excluding clearance items, floor models, and as-is.

Review: I PURCHASED A SECTIONAL COUCH SOLD TO ME AS "GENUINE BONDED LEATHER" IN OCTOBER 2013. WHEN I FILED A CLAIM IN NOVEMBER 2015 I WAS INFORMED THAT THE COUCH IS VINYL AND IS NOT COVERED BY THE WARRANTY. WHEN I CALLED AMERICAN FURNITURE AND EXPLAINED WHAT THE WARRANTY COMPANY SAID, I WAS TOLD THEY ARE JUST TRYING TO GET OUT OF FIXING THE PROBLEM WITH MY COUCH. I FURTHER EXPLAINED THAT I LOOKED UP THE MATERIALS THAT MY COUCH IS MADE FROM AND IT IS VINYL. NO LEATHER MATERIAL WAS USED AND BONDED LEATHER IS MADE WITH LEATHER. I ASKED IF IT WAS POSSIBLE THE WRONG COUCH WAS DELIVERED. I WAS INFORMED THE COUCH IS TWO YEARS OLD - WHAT DID I EXPECT, AND THE COUCH I PURCHASED IS THE COUCH I RECEIVED. I SAID I EXPECTED THE COUCH TO LAST AT LEAST AS LONG AS MY PREVIOUS COUCH. HE WOULD NOT ANSWER ANY MORE OF MY QUESTIONS AND HUNG UP ON ME. I HAVE THE PAPER WITH THE AD SHOWING THE COUCH, MY ORIGINAL PURCHASE AGREEMENT, THE COPY OF MY PURCHASED AGREEMENT THAT I GOT FROM THE SAME PERSON WHO HUNG UP ON ME AT AMERICAN FURNITURE, AND A LETTER FROM THE WARRANTY COMPANY STATING HOW THEY MADE THEIR DECISION. THE COUCH I RECEIVED LOOKS LIKE THE SAME COUCH BUT THE MATERIAL COVERING IT WAS NOT WHAT WAS ADVERTISED AND SOLD TO ME. I HAVE OWNED FURNITURE MADE WITH LEATHER, VINYL, AND BONDED LEATHER AND NEVER HAD ANY PROBLEMS LIKE I AM HAVING WITH THIS SECTIONAL. ALSO I NEVER HAD A COMPANY REFUSE TO TALK TO ME LIKE AMERICAN FURNITURE IS DOING.Desired Settlement: I WANT THE FABRIC ON MY SECTIONAL REPAIRED OR REPLACED WITH THE FABRIC THAT WAS ADVERTISED AND SOLD TO ME.

Review: Ordered a bed frame and mattress. Only Frame came. Said the Mattress would not as early as next Tuesday if not later.Desired Settlement: A bed delivered today even if it is upgraded at no additional charge.

Business

Response:

I am writing to you regarding a complaint

that we received from Mr./Mrs. [redacted].

What happen today (8/14/2014) with their delivery was that we found out

her mattress was damage and was not in good condition to go on today

delivery. We notify them earlier morning

regarding this matter. American

Furniture Galleries do not delivery bad merchandises to their customers. Unfortunately, with this case it happens to

be on the same day as delivery. I do apologize

that she didn’t get the service that she hope for, but I have rectify the issue

for them. I have upgraded them to a

better mattress and also refund them $100, so they can put there guest into a

hotel until we can bring out the mattress for them tomorrow on 8/15/2014. Mrs. [redacted] is very pleased with this and I

hope that she can understand that things do happen that we cannot control.

Sincerely,

Store Manager

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.