American Freight Appliance, Furniture, Mattress

I would steer clear of this business. I purchased a sectional from this store, I was happy with it until I realized the seams were coming apart and a spring broke loose in a cushion. The manager was great and immediately walked me through the steps to getting a new one. They assured me that the warranty was untouched, I asked if I should purchase another warranty so we were covered, they told me this was a manufacturer defect so I was fine and the warranty was still in place. Unfortunately, the same thing happened to the replacement. I sent pictures and said if we use the warranty that would be fine but now they tell me the warranty is no longer good and I am stuck with a busted sectional unless I would like to purchase another. I do not have the money to just buy another sectional, I spent about 1300 on this and the ottoman just to have a piece of junk falling apart. Do yourself a favor and go to another store, save yourself the headache

Purchased mattress roughly 5 years ago, it came with a 10 year warranty. Turned into the company in November 2017 asking for a replacement, they drug it out and ignored me so I stopped by the store to find out what was going on in January 2018. They approved replacement, but then told me they don't have it in stock and it will be in stock in roughly 7-10 days, called them on the 10th day and they said another week. Waited another week and called again and they made more excuses, They are also telling me I have to pay for removal of old mattress and delivery of new one. The guy I talked to today was very rude and yelled at me, stated" I was pissing him off" and hung up on me after I after a question about how can he sell that mattress if they don't have it in stock. They are very rude and at this point I want my money back to purchase a mattress at another company.

I just bought a couch from American Freight 4 months ago. The sales man told us that the couch we picked was puncture resistant, and that we could purchase a protection plan that covers and stains, holes and tears caused by animal or human bodily fluids and even cat scratches, etc. Well, its only been 4 months and the fabric on the cushions are splitting in multiple areas!!! I called the protection plan company and tried to file a claim since our salesperson assured us that it would cover this sort of thing. My claim was denied immediately!!! The plan only covers holes/tears if it was an "accident" and since I "did not know how the tears got there, it is not an accident"!!! I don't know who I am more upset with, our salesperson that sold us an $800 couch with a protection plan that we were told would cover everything, or the protection plan people who cover virtually nothing!!! I am so frustrated that I just spent almost $1000 on a couch that is falling apart after only 4 months!!

On December 28th, 2017 we purchased a king size mattress set, a couch, and a loveseat from American Freight in Carnegie, PA. Upon delivery of the order on December 28th, 2017, we noticed two large holes in the king size mattress. Mrs. immediately called the store and spoke to Chris, the person who sold us the mattress, and informed him of the issue. He told us that they didn't have one in stock but would order one and it would be delivered within the next month. Mrs. called once a week for three weeks asking Chris as to the whereabouts of the mattress. Each time she was told that the mattress had not yet been delivered to them and that they would call when it was delivered.

A month later, on January 29th, 2018 Mrs. called again and spoke to Chris. He told her that due to "a little bit of turnover" the mattress that had come in for us was no longer available. We were told that they would contact the other store and see if they had one and would call us back shortly after; this phone call never came. Also Mrs. ask on the 29th about receiving compensation for the inconvenience since, although the mattress is useable, it is uncomfortable as the stuffing is falling out. She was told that they would contact their higher cooperate office people and ask about giving us a credit and he said he would call us back about that as well.

We still have the mattress with the holes in it and have not heard anything about being compensated for the 1.5 months and counting of inconvenience and the return of the $100 delivery fee as we know one of the two holes was created during the delivery.

Worst customer service ever. I bought a mattress from American Freight on January 7, 2018. I was to have it delivered later that day. When the delivery drivers delivered the mattress it was the incorrect one. I called back into the store immediately only to be told the drivers must have grabbed the wrong mattress from the warehouse, and they would call me right back once they spoke with the drivers. I waited 2 hours for a call back, and did not receive one. I had to call back as the store was closing soon, and I( had not received a call. I called back and the gentleman seem annoyed I called back and told me I needed to be patient. He then proceeded to tell me that he in fact was wrong, and they didn't even have the mattress I purchased in store and would have to get one from a neighboring store. He said it would be here in the next few days and they would call when it was being delivered. I wasn't happy at this point, but little did I know this was only the beginning. I waited an entire week from the purchase date to call again to see what was going on with the mattress I still had not received. I was told that they hadn't heard back from the neighboring store, and should hear back in a few days. Again I wait a week, and get the same response of "Please be patient we are trying to figure something out." A month later I called in again, and finally she said they were getting the correct mattress in, and it would be delivered the following day. Fast forward three days to today where I had to call in again because they still hadn't delivered my mattress. Finally they said it was on the truck and was getting delivered today. The movers got here took the old mattress out and delivered the "correct one". It was not the correct mattress. Once again they delivered the incorrect mattress! I could not believe it! I called in and had to read ever single tag on the mattress just to prove I got the incorrect mattress again. I was then told to just send pictures of the tags to their email to prove it was the incorrect mattress. I am so fed up with their customer service at this point. I have been paying for a mattress for a month now that I do not have. They also never once reached out to me. The only contact that has been had was forced by myself. I will never purchase anything from this company again.

Ive been shopping around for furniture in Rockford this being my first purchase for all new furniture for myself so Ive been to quite a few stores and back and forth a few times but I ended up at American Freight in Loves Park where I was greeted as soon as I walked in and was asked my needs but I was just doing homework for my new furniture and I really just wanted to check prices which were definitely in my budget I felt no pressure to buy like I did at a few other places ive been to I actually found my new couch set kitchen table and new queen size mattress I really enjoyed my experience there all the employees seemed really fun and had a good time with me im just glad they were patient with me this was a big first time purchase for me I definitely recommend them thank you guys

Hello My Name is ***. I ordered a Dining table and came home and fitted it. The store staff were very sweet and kind enough. There was a missing part on all the 4 chairs. I went to the store and they helped me get a replacement so kind. Now, I am seeing there are some damages and the chairs are not proper can I ask for a return.
Seems, you dont have a return policy.

There isn't nothing American about it! Purchased a lot of furniture from this store the the sales associate Ensure the warranty I have purchased was for any damage and that it was a 10 yr protection plan, which was a lie and was all hear say. It was completely bogus, and have not received any detailed documents stating the policy of guardian value 1 plan. When I first purchased my bedroom set, I purchased a living room set with coffee tables and end tables, they had the coffee table in stock so I brought it home and put it together, it was damaged as soon as I opened the box. Paid the 70$ bogus delivery fee and had called and taken photos of the damaged goods that were purchased. So when scheduled for delivery they were to take back the damaged table and bring a new upon delivery. The store was unorganized with the delivery because the delivery guys had note such statement regarding the message to do so. So I wait again and they finally found the new coffee table and delivered it the same day with the rest of the goods. Upon retrieving the bedroom set, and the living room set, after they left I was excited to put together my furniture and started taking it out of the boxes. Everything but the couches were damaged, I took pictures and called and showed the sales associates at the store what they sold me. They were to set another time to pick up and deliver the new replaced goods. Well, they waited forever to schedule it and turn around and gave me the run around, to the point I had enough. I finally got the number for the warranty place that is not specified on sales receipt of course you can only claim incidents that happened with in 30 days! I've been trying to get this resolved since May 2017!

I purchased a new bed on the 16th of December I called the store on the 21st of December I told the person my mattress has a sink in the bed manager was not in called later manager told me to email pictures to I did as he asked four different times I emailed again and reminded him that I had sent pictures to him four times he emailed me back that he had not gotten them he asked me to bring my phone to him to get the pictures off of my phone he said he would be back in touch me by Friday I called today because he did not call one of the said manager was busy but could he help I told him I wanted a refund he said once the bed leaves the store there can not be a refund even if the bed was sinking I bought the bed home I have most all of my emails my bed is not in good condition help please

I purchased 3 items from this store, first Item was a sectional in which I purchased in 2016, I also purchased an extended warranty in which I was told needed to be paid in cash, I went ahead and paid. 2017 I started to have issues with the couch and I called in to let them know I paid for the warranty and my warranty was listed under my phone number but there was no sign of my warranty at all. So I had to take that loss. I went back and purchased 2 beds one wooden bunk bed set and another wooden single twin size bed. This was either July or August of 2017 I paid extra for delivery and was told we had a 1 year warranty on all wood. Now the delivery people did not get to my house until 10pm and did not finish until after midnight They seemed to be putting everything together with no problem I came in and examined the furniture with my husband and the wood was missing, the slacks were not screwed in and the bed was wobbling to the touch the ladder was also loose and it could only be used to look at. The twin bed that came in and it was already cracked. The delivery people claimed they called the store and told us that they were trying to get the pieces but they were at my house from Ohio and they do not work for the store. I have called the store where I have made the purchase which is the Midlothian location and spoke with Kayla the store manager the number is and she said she had to contact another store who would come out. They set a date for yesterday so I stayed home from work. No one called no one showed up. I called Kayla back and she has not been able to help. I have contacted Mike the regional Manager at and he has yet to call back you can not leave a message for him because his mailbox is full. I called Phoenix who is The Vice president of the region. I went as far as emailing Steven J. B who is listed as the CEO of this company. I have been calling all day today 01/09/2018 and neither store has answered since 10AM

We first purchased a sectional from American Freight in 2016. We paid an extra $80 to have it delivered to us. Upon delivery, we noticed that there was a tear at the back of the sectional. We went back to have it exchanged but the one we purchased wasn't in stock. We chose a different sectional that was in stock, and cheaper. We decided to purchase the warranty that comes with it. Manager informed us that it covers all accidents (pets, etc.) We were told that WE had to pay for delivery for the first one to be returned and the new one to be brought to us. We thought it was pretty stupid, but agreed because we desperately needed the couch.

The first time we put in a claim was just replacing a couple of the cushions as the material had been coming apart LESS than a year later. It took two weeks before we decided to call and get an update. They told us that it was approved and we could come in to get the cushions. If we hadn't called, I don't think anyone would have informed us.

The second time was right before Christmas 2017. More of the couch cushions material are coming apart, as well as the cushions that can't come off the sectional. We called and they had us email pictures to the same e-mail as before. Today's date is 01/09/2018. We have called numerous times. The first two times my husband has called, we were told the manager was busy and would call us back. Now, the phone just keeps ringing. I would say this isn't just a warranty issue, but customer service issue as well.

My husband and I purchased a home in May, closing wasn't until August due to paperwork issues so we went hunting for new furniture as the home we had been renting was found with Black Mold (they cleaned it up right away but why risk it?). We Found American Freight Furniture by accident and thought why not check them out? We ordered 2 living room sets, coffee and end tables and a night stand. We elected to use the layaway option since we would not need the furniture delivered until August anyway. We were told upfront it could take up to 30 days from pay off to get our furniture so I made sure we paid the order in full before we needed it. Our original Sales person was great zero complaints with him. We get our updated closing date on our house and I call to arrange delivery..still good. Delivery day comes no furniture. I call and they tell me I am on the list and they will call as soon as the furniture is loaded on the truck. Business is closed still no delivery and no phone call. I call again the following day and was told there was an oops in the system and my delivery day was accidentally set for the following day so it will 100% be delivered that day. Delivery was not until almost 5pm, "delivery company" was a guy in a pick up truck with a *** trailer. He brought in the living room furniture no problem, delivered the night stand as well. Box the coffee and end tables in were damaged so my husband made him open them and sure enough one of the tables was broken so we refused it, 2nd set for our basement would not fit through the one door the delivery person wanted to use, instead of trying the other entrance which I am 100% sure it would have fit through he took it back to the store. I called the store the next day to arrange for the broken tables to be replaced (which they did, took almost a month but I got them) and to select a different furniture set for the downstairs since the sectional we ordered "wouldn't fit" I did not want a different set wanted the original set and brought a measuring tape, however they the replacement set they offered my husband really liked so I let it go and we accepted it. We did NOT want delivery since I refuse to pay another $100 to have furniture delivered when if he had done it correct the first time he would not have had to take back to the store. Took approx 2 weeks for replacement set to come into the store, took me a while to get a truck to pick it up, it is right where we wanted it and fine so far. This was August 6,2017 the original living room furniture was delivered. Today is 1/3/18 and it is falling apart already. Cushions have gone completely flat and I am pretty sure 1 if not both frames have literally snapped. I sent pictures as requested and have more to send. My issue is I do not want a replacement set of the same furniture as the same issue will continue to happen. I am even ok with not being able to get a refund, I would simply like the option to choose another set and get it delivered to me at no charge. Seems very difficult to work with this company. I had intended to purchase several other pieces from them in the future but have opted to go a different route based on my current experience.

Ordered $2000 in furniture and scheduled delivery, never received a confirmation call the day before delivery. Called in to confirm, they don't have us on the list and don't have our furniture on hold. Get a free upgrade to whatever furniture they did have in stock, but still missing a $500 chair (don't have it in stock and not willing to get something else). Call in a week later to find out if they got my chair in, they did but again never called me. Schedule delivery for the following week, again no confirmation call. So I call them again to be told once more that I'm not on the list for delivery, but they do have my chair in stock. Have to pay ANOTHER delivery fee for this chair. Delivery man comes and asks me for twice as much than what I was told over the phone. I'm then told by him that I'm being charged for same day shipping, even though it was again their fault.
Long story short it took me a month to get all of my furniture, and even though I like my furniture I do not like the customer service here AT ALL. I will not be a returning customer.

Started off buying a larger bed set, once realizing it was too big for our room we downsized. Once going to pick up bed they failed to tell us that the France wasn't included and was charged an additional $50+ to buy one that we had thought was in the whole price. Also, once setting the bed up me and my husband can't fit on the tiny bed comfortably!! We need to return and get refund. Need a bed we can both fit in!!

October 27,2017 I ordered the Lila bedroom set at the Newport News, VA location. I advised employees that I would need furniture by December 8,2017 at the time I was guaranteed that my furniture would be in by desired date. A week before I went into the same location lookin for a sectional couch and was advised that bedroom set still have not come in but should be in by December 8. Vincent also advised me if bedset was not in by desired date I could choose from something else in inventory . Only problem is I didn’t want anything else. I ordered the nightstand additional as well. He had advised me of the Windsor set I asked about the price and was advised that pricing was more but if it came down to it we could work something out. I wasn’t too concerned about it because I was giving the benefit of the doubt that furniture would be in by my move in date. December 8 comes I get a phone call from Vincent he advised me that bedset was not in and it didn’t look like his regional manager even ordered it .. THIS IS THE DAY OF !!!!! He told me to go online and look at the bedset called the Chatom and if I liked that one they could order it from store in Norfolk and have them deliver to the newPort news store the same day . I looked and bedset online and I didn’t like it . 20 minutes later I went up to the store upset advising him I did not like the bedset it was completely opposite from the Lila . The only one close to the description to the Lila was the Windsor bedset so he advised me that they would allow me to get the Windsor bedset at the same price I paid for the Lila bedset but the price for the Lila bedset was 866 including the nightstand ..that was additional. They said that I would have to pay additional for the Windsor nightstand . It was 218.00. I appreciate the fact they allowed me to get the Windsor bedset being that it was more but I still should have been able to get nightstand . Being that I’m currently paying for a nightstand on credit through them through American finance ..regardless of it was more expensive the bed mirror and dresser and nightstand was included in the original package that I’m paying for and I’m paying for a nightstand I DONT HAVE ... none of this was my fault . The nightstand should’ve been including being that in my contract IM STILL CURRENTLY PAYING FOR A NIGHTSTAND !!Vincent was great he help as much as possible refunded me 75 for my troubles with delivery . The had advised me that day that bedroom set would be delivered same day and I could pick it up same day , I got a call same day saying I would have to wait until Saturday to get furniture , I got another call saying that instead of Saturday I would have to wait Sunday . December 8 my move I n day I had no bed no furniture . I did all of this I’m advance . This was very unprofessional to me . Furniture is beautiful but cheap . Price of wood on furniture alr day broke off .. I’m not satisfied very disappointed .this is not acceptable .. being that Paying for a nightstand regardless if it’s from another set or I still should have my nightstand ...I will be reaching out to corporate ..

My wife J *** and I purchased a bedroom set from American Freight in Sanford FL about 10 months ago. It's not even a year yet and the bed is already falling apart. They sold us a defective and poor quality product. The wood on bottom of the bed is breaking away. I am not sure if the bed is made out of real wood. We are afraid to sleep on the bed because we think that we will get injured if the bed complete fell to the floor overnight. We have been sleeping in the guestroom the past few weeks. We have purchased living room and other product from them and cannot believe they are treating their customers this way.. They are refusing to take care of the problem for us. It is always a fight trying to get them to assist us. Please help with this matter.

I don't know where to begin, because I am so angry with this company, and filing a complaint here will hopefully gain some traction with a PROPER RESOLUTION. In the end of October, my wife and I went into the local furniture American Freight in Port Orange, FL. We found a particular sofa/loveseat set that we both liked, and paid upfront. We set the appointment for the middle of November, we were moving to a new place and wanted to make sure we had the furniture there the weekend after the new home becomes ours.
On the day of the delivery of the furniture, we receive a call from Tim, the man who sold us the furniture and the manager of the local store. He tells us that the furniture was damaged with several tears on the loveseat and sofa. He offered to replace the furniture in 7 to 10 days and not charge us a second delivery fee. My wife and I were completely fine with that. That 7 to 10 days came, and we heard nothing. My wife and I were very busy people and we couldn’t call them right away. If they didn’t call us, we would call them on the weekend, when we had more time.
We had to call them today (12/2/2017) to find out what is the deal with the furniture. They received the furniture yesterday afternoon, but did not inform us of the furniture delivery, or when it would come. Did I forget to mention that the person we talked to today was Tim, the local manager? He tells us, at 11:30am today, that the furniture will be delivered to us soon. Five or six hours later, still no furniture. My wife calls back, and asks the company where the furniture is. It was STILL IN THE STORE! My wife wanted the phone number of the regional manager of the area, whose name was Mike. My wife calls this guy, and from how my wife tells it, he had a condescending tone. He was offering my wife lamps and then a $50 store credit. My wife wasn't hearing that, and told *** Mike to call me. He called me the first time, but I was talking with my wife and missed the call.
My wife explained to me what happened and what this regional manager offered. It was a complete insult, and the condescending tone part made me really upset. When he contacted me again, I gave him the business on his offer, believing it to be completely insulting, given that we were paying customers (who paid the items in full), who were given damaged furniture by the company, and having to wait 2 weeks, beyond the time that was given to us by Tim, the local store manager. I asked for half my money back to Mike for these reasons:
1. We paid for the items in full
2. The furniture was damaged upon arrival
3. We were told by the manager of the local store 7 to 10 days for replacement
4. The store did not follow up with us
5. We had to wait many hours from the time we called today to receive the items.
After much conversation with Mike, he gave me an offer for $100 dollars cash back and $50 store credit. Reluctantly, I agreed to that offer. After mentioning this to my wife, she was told by Mike that his offer to her was the best I can do. It was an hour later after this call, about 7:30 PM, that the movers arrived. They did an excellent job with moving the furniture in and applying to legs to the set. However, after the movers removed the plastic the sofa, I went to inspect the item and found several scratches, tears and indentations. When they brought in the loveseat, there were some of the same things as well. Took pictures of the damage. My wife and I were upset, as we should be. When a PAYING customer receives furniture, there should be 0 damage to it. We told the delivery guys that they are not at fault, but it is the company, and whoever is moving their product into the stores that should take responsibility for this. We, as paying customers, should not be resorted to this treatment, nor should be treated in anyway but with the utmost respect.
SO, TO MAKE THIS CLEAR IN LARGE CAPITAL LETTERS, I IMPLORE THAT ANYONE READING THIS UNDERSTANDS: DO NOT BUY ANYTHING FROM THIS COMPANY. THEY ARE QUICK TO TAKE YOUR MONEY, KEEP PROMISING YOU THINGS, BUT THEY CANNOT KEEP UP WITH THEIR END OF THE BARGAIN, AND CANNOT GIVE YOU A QUALITY PRODUCT. WHEN YOU DO COMPLAIN ABOUT WHAT YOU PAID FOR, THEY WILL TREAT YOU, A PAYING CUSTOMER, LIKE DO NOT MATTER. PLEASE TAKE YOUR MONEY ELSEWHERE. DO NOT FALL INTO THE TRAP MY WIFE AND I FELL IN.
Let me mention that this is my first time complaining about any company in this fashion, because for the most part, issues were resolved amicably with other businesses. However, the events that have unfolded with American Freight from the end of October to now makes me compelled to tell every single person in *** County, The State of Florida, and this whole country of ours in every way possible. This company is not great, and they will do a disservice to you.

First, they advertised same day delivery and financing for their furniture. I selected a set I hoped to receive the same day and was told near checkout time that a bed rail and side panel to a particular bed set were missing/damaged and that they would have to send those missing parts up to thirty days after. I told him I didn’t want that set if I couldn’t have it that night as they offered same day delivery. I chose another set, to find out they didn’t have it at that store but would send it out the next day. I agreed to receive it the next day even though it was a inconvenience as I needed a bed set ASAP. I changed my whole work schedule so that I would be home earlier to receive my bed set and mattress. I told them I would be home after 4pm and they promised I would receive it. They called me @5:30pm to tell me the furniture I out of stock and they would deliver it two days later. I said no this can not happen, I NEED the furniture before thanksgiving as I am having company over. They offered same day delivery so thats why I chose them. He said, let him see what he could do and call me back. An hour later he calls, I’m sorry VICTOR is his name. Calls me to tell me of a unit they have and see if I was interested I looked online and agreed that I would change it for that unit ultimately because they could send it today. He then states, oh all his trucks are gone and nobody can come because it’s late. I then stated of I could not receive any furniture tonight, that I want to cancel everything. He hangs up, calls me back ten minutes later and says someone would be here tonight. NO ONE SHOWED! No one answering my phone calls and I am upset that this is how they run a business!

on 11/02/2017 I purchased a bedroom set and the hardware to the bedroom set was not available so I went to the store and they made an order of the
hardware..it was 10 hardware handles so in 6 days I got the hardware in the mail but it was 5 handles instead of 10 so I went to the store and they said they would order 5 more and I noticed they did not get on the computer to order more like the first time I was there.
until this day my bedroom set is missing 5 handles and im not getting any response from them or the handles.
please help get these handles.

I purchased a sofa and love seat.on Friday, November 10th, 2017 and was promised that it would be delivered between 2pm and 8pm. The furniture was delivered at 7:15pm by an untrained moving services who were not able to get it into my home, being dark outside. They informed me that they would return Saturday morning first thing at 10am I phoned American Freight and informed them about my situation I was told they don't handle the movers I needed to call them. I told them they took my money and I have no furniture. They stated it wasn't their problem an have a good life. As of today 11:35am. No furniture for the 754. 00 dollars I spent. I would like my money returned right away.