American Freight Furniture and Mattress

A manufacturer does not issue a refund to a customer they issue a store credit for a replacement to the store for the customer!!
ON OUR RECEIPTS IS DOES NOT SAY--defective furniture is refundable with receipt. Please have customer re-read receipt...refunds on layaway payments can be refunded with in 10 days, layaways that have been paid off and cannot come into stock/inventory within 30 days can be totally refunded. PLEASE HAVE CUSTOMER RE-READ HER RECEIPT...AT BOTTOM OF RECEIPT---EXCEPT FOR PROVIDE ABOVE (PERTAINING TO LAYAWAY REFUND POLICY) ALL SALES ARE FINAL!
This customer has had her furniture since Nov of 2014, 10 months, it cannot be returned for a refund but can be returned for a replacement, a reselection or store credit. AF did a claim to have this damaged furniture replace and IT WAS APPROVED BY THE MANUFACTURER FOR REPLACEMENT NOT A CASH REFUND.
PLEASE ALSO EXPLAIN TO MS. [redacted] that she must be respectful when calling to all and any employees at AMERICAN FREIGHT or we will cease in doing any business with her at all!
THIS CUSTOMER WILL NOT BE REFUNDED BUT CAN BE REPLACED, RESELECTED OR STORE CREDIT. PLEASE HAVE HER CALL AF UPON DECIDING HER OPTION....SHE WILL NOT RECEIVE FREE DELIVERY BECAUSE SHE PICK IT UP ORIGINALLY....IF SHE WISHES TO HAVE IT DELIVERED SHE MUST PAY FOR THE SERVICE WHICH IS $75--which has been discounted for her!! AMERICAN FREIGHT IS ENTITLED TO THEIR POLICIES, THERE WILL BE NO REFUND!

Attached is a copy of the receipt in regards to defective furniture. It specifically says:ALL WARRANTY EXCHANGES OR RETURNS MUST BE ACCOMPANIED BY THE ORIGNAL BILL OF SALE! It does not say defective furniture is not refundable. Also, I have never been disrespectful to any of their employees. I have never hollered at anyone. I have actually only spoken to three people at American Freight JT Thorpe, 2times, Susan one time and all I said to her was I wanted a cash refund, not another couch. She yelled at me: You are not getting a refund, and hung up on me. I have sent several emails that were not responded to. I was told to contact the District Manager Josh and given his phone number. I called him 3 times and asked him to return my call. He never did. As far as the Manufactuerer they did send them the a[redacted] of money they paid them for the couch, therefore that is why there is a credit at the store! I also have my receipt in front of me and it is dated 12/22/14, not November!  I have been trying to get this issue resolved since mid August and have been hung up on and disrespected by the employees due to not responding to my calls or emails. I honestly have never said anything disrespectful to any one at American Freight, I have just asked for my money back for the defective furniture they sold me. Also, as I said yesterday, we got the couch on 12/22/14 and left Ohio with our house unused by anyone while we were in Florida for over two months. They misrepresented the extended warranty they sold me and said it would cover anything that went wrong with the couch and that is not true at all. I have read several reports on American Freight and they are notorious for being rude and bullying their customers. I will not be bullied into accepting another piece of crap furniture from their store!  Please help me on this issue as it just keeps dragging on with them trying to force me to accept inferior furniture from their store. I want a full refund for the total a[redacted] on my receipt! Nothing else.  HELP ME PLEASE. Thank you.

Store spoke with customer today, she is either going to reselect to another chest, do to it being out of stock or we will refund the customer.

We will put a rush on the refund check...and send it to the store for signature and pick up. We will call this customer when the check comes in and she can bring the lamps for this exchange.

They lied about a. product to sell it.

The refund has already been submitted and we will put a rush on it.  7 to 14 day to process a refund and it has only been 7 days.

Jessica, Chad and the Regional Manager Cana W[redacted] were the employees who contacted the Corporate office of his aggressive behavior on the phone and in the store.  The Corporate office leadership were the ones who did the investigation—TWICE for this customer…with the corporate office there would have been no investigation or a second claim done!  PLEASE NOTE:  These pictures sent by [redacted] also where the pictures American Freight used to send to  the manufacturer that were used to determine his claims that were denied twice.  These exact pictures show normal wear and tear of close to over a year and a half of being in his possession and being used.  The “PERMANENT SAG” is not showing  the exact specifications of a defect required for a replacement by the manufacturer AGAIN NOT MEETING THE SPECIFICATIONS OF THE MANUFACTURERS WARRANTY but showing an imprint of normal wear and tear of a body imprint.  What [redacted] needs to understand is that normal wear and tear on a mattress or even a sofa or a chair after over a year and a half of using it every day will create an image of an imprint.  This slight imprint on his mattress did not meet specifications of the manufacturers guidelines but SHOW NORMAL WEAR AND TARE which have been explained to [redacted] numerous amounts of times. American Freight in good faith from the Corporate Office will give him %20 off a new mattress to replace but [redacted] will not be replaced free nor will he be refunded.   PLEAE NOTE:  ( NOT EVEN CLOSE TO A 1 ½ INDENTATION OF NORMAL WEAR AND TARE).  AMERICAN FREIGHT USES BOLD PRINT TO MARK FACTS SO THEY CAN BE READ AND UNDERSTOOD!Susan B[redacted] called Revdex.com and asked DRC to note that the pictures sent with this response are the pictures that were sent to AF by the consumer on 3/6/16.

American Freight would like to apologize to the customer for the confusion on the ordering of her sofa. American Freight was told that this sofa had been discontinued after the original order had been placed with the manufacturer. A full refund has been issued to the customer, and was mailed via...

corporate check to the customers home address on 5/12/17.

We have contacted [redacted] so #[redacted] about the Revdex.com complaint I have offered to reimburse customer for a U-Haul truck to pick up sofa from the [redacted] location. Customer is going to think about the offer for a day or two and get back with me when she has figured out arrangements. ...

This customer had a delivery done by "[redacted] Delivery Services" out of the Dayton location.  The $65 delivery fee was paid by the customer to the subcontracted delivery company, not to American Freight.  The customers sectional they had originally chosen did not fit as it was too...

long. The delivery crew stated that they got the sectional into the front door and to the steps inside the home, but could not get it any farther into the home.  The delivery company was paid and advised the customer to go back to the store, reselect to a sectional that wasn't any longer than 7ft, and they would redeliver the new sectional for free.  The customer went back into the store and again chose a sectional that was actually longer than the [redacted] one.  The delivery crew called the customer before going out to her house again and let her know it would have the same issue, at this time it was the delivery owner Brian who was working that dealt with her when they called. American Freight has already refunded this customer all monies that were paid by the customer to American Freight as the customer opted to not reselect again.   The delivery company stated they will happily make another attempt to deliver the customer at no charge, but this claim should be with the delivery company and not with American Freight.

THIS IS WHAT OUR VICE PRES OF SALES ADVISED US:
This customer left me a voicemail last night about this and I'll be calling her back this morning. This customer has had a bed for over 1 year and there is NO warranty on it. Regardless we still are swapping her out and she has been advised this...

by both the store manager and the regional manager. The bed is currently out of stock and we do not have a replacement. We are working on transferring it over from another location but it may not be until next week and she is demanding us to have it done within 24 hours (of yesterday). According to my regional she got very loud and abusive on the phone with him stating she's going to have him and the manager both fired and she'll have me fired if I don't give her what she wants.
I'll be contacting her this morning about this and will keep you up to date. But there was no warranty in place for her purchase and we are doing a courtesy exchange for her.
She called me back. And hung up on me telling me I don't know what I'm talking about when it came to her "warranty". I'm still willing to take care of replacing the piece once another one becomes available as we had previously promised.
While she was explaining what was going on she did tell me she understood the half price re delivery even though she wasn't happy about it but she needed someone to get it to her.
We can't help her any further if she's going to continue to get mad at every person she's dealing with because it's not happening instantly and she's not being told what she wants to hear.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the...

response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Customer is going to be replaced April 4th!!

This customer has been replaced.  American Freight apologizes for any inconveniences!

At first I thought you were just ignorant of the facts, but now you are just lying. You are literally making claims that have absolutely no truth to them whatsoever. It is the company representatives job to REPRESENT all products and services that the company sells especially when they are actively selling it. That includes warranties. The representative that sold my wife this furniture did not do that, and that is why she did not know that she had the warranty information. If she had even been given a basic understanding of the warranty then she would have known to just call the company directly, instead of calling the American Freight store to get help. That in itself proves that she was not properly educated on the products and services that she was purchasing. She didn't call the American Freight store because she just wanted to talk to them, she called them because nobody had informed her at the point of sale that she had a direct option for assistance with the warranty. That is on YOU not the customer. I would venture to say that you have an A- rating because most people don't have the time or the patience to go through what I am going through with you right now. I am going through it because I know my rights as a consumer and I know that if even one person holds you accountable for your bad business practices then it will make a difference. Take pride in that A- rating all you want, that doesn't represent true broad customer satisfaction. You have gone so far as to even accuse me of fabricating all of this, and to that I say this... If I have just fabricated all of this, and I am just trying to get some "free" replacement furniture out of it, why have I spent thousands of dollars in that store before and never caused a single problem? Answer that question. Your cop out MIGHT work, if I was a new customer, but I'm not. I have a record of purchases at your company that goes back years and shows thousands of dollars in merchandise purchases. We also PAID for this furniture and we PAID for this warranty. I am not doing this just to get my furniture replaced, I'm doing this because I want you to do your job and practice good business. I am doing this because I'm willing to bet that this has happened to other American Freight customers, and they had no idea that they could fight back. I do and I will continue to exhaust every single resource that I have, until you do the right thing. This was just the first step. This was the professional step. There are many other platforms and media outlets that would love to get my experience out there to the consumer driven marketplace. They deserve to know what they MIGHT get when they walk in your store. You are going to lose a lot of potential business over a replacement couch. That's called EGO.

Hi [redacted]…..this is what my Regional Manager is doing…………we have placed a claim with the manufacturer for a credit for a replacement, this takes about thirty days and we will contact customer as soon as we hear from the manufacturer.

We agreed to the partial refund of her sale, and will reduce the price by $350. This sale was financed through American First so we will be contacting them to adjust her contract and payment terms accordingly.

again as I previously stated the district office state to make this better he would provide me with a chair for wholesale (if I cancel the previous chair why am I am being provided with a chair for a whole sale price), and again your company is lying about my cancelling the chair because I have a copy of the contract we the adjustment was made in November with total different description from the furniture I put in the lay way.Your company has continue to lie on me concerning someone in your business changing my contract, when talking  with the district  office he was very apologetic, however you have continue to lie on me so to end this I ask the Revdex.com to accept my rating for this company as a F as this company is not trustworthy of their customers.

What and Who is frightening is this store manager's response, and his reactions! Revdex.com is a totally worthless organization.  There is no real 'true' investigation to any complaint.  Please do not respond to me any further.

[redacted] will be in to reselect for something else that isn't a reclining sofa. I explained that even if it's a few bucks more we would like to get her taken care of. Also offered a no charge delivery due to the long wait and all of the headaches with Guardian and the denial of the coverage. She is...

coming in either today or tomorrow to look at the options.