American Freight Furniture and Mattress

Posted: 8/17/10:17:PM about [redacted] My experience with this company occurred after we purchased some furniture from the American Freight Furniture company [redacted]  location)Do not let them talk you into using their furniture delivery serviceIf you cannot pick up the furniture your self PLEASE GO SOMEWHERE ELSEthe company that they contract to deliver for them are Con Artists!!!! I have had such a terrible experience with this delivery company and the furniture company that I will never purchase anything from them againThey give you the run around and lie directly to your faceNone of them can be trusted!! I expected my furniture to be delivered between and 4pm I was told at the furniture store by the lady behind the counter that that is the typical delivery time but I will be notified by the delivery company when they are enroute approxmins prior to their arrivaltimes the delivery driver told me that they didn't have my furniture & gave me three different locations on its whearabouts (north side, south side , and out of stock) before saying they will be here in minsIt's now going on 10pm and I am still waitingThe furniture store was no helpWhen I expressed my concern I was told well we are closed nowThis company also gave me the run around , they told me that the furniture I purchased was damaged and that they needed to give me something else or I would have to wait for an unforeseen amount of time for them to provide a replacement when I inquired about refunding my payment they said that process is forfeited when you purchase an item through layaway! Then all of sudden they found my furniture and it was an order discrepancy***!!! Add a comment I want to take it back

We have called ***We have responded to his emailAF is going to send the picture sent to us by [redacted] to the manufacturer to see if we can get this replacedIf this customer wishes to send more for his cause please do it soon This customer pulled and there was breakage...non the less AF wants to see if we can replace it by sending picture of this damage

Our Regional Manager has called this customerAmerican Freight will replace the bottom of the tableWe will deliver tomorrow 2/We apologize for all the miss communications!! This customer was given a free upgrade of $and also was refunded back on her card $

I am assuming this is the paragraph 3 that you are refering to that clearly states we will be given a refund. Items sold as a discounted package can only be returned as a complete set - a receipt is required for all returns and exchanges. If you paid for your purchase in cash, refunds will be issued via corporate check only and can take 7 to 14 business days to arrivewill we be given a refund if we bring back the entire set?

This customer purchased a warranty that covers accidental stains, rips in fabric, tears in fabric The customer did not follow the proper procedure/guidelines that Guardian has in place in the event of any accidental damage, which in turn was why the warranty was declined by Guardian The manufacturers warranty has expired so there is no manufacturers warranty on the sectional that was purchased, which wouldn't have covered stains in any case, only covers manufacturers defects While we do provide our customers with our stores contact information and the salesmans name which allows the customer to reach out to us if they have an issue or would like to return to them to purchase again in the future, American Freight is not the one who files the claims with Guardian and sets up stain removal, this is done solely by Guardian Customer is claiming he said she said and we must stick to our policies! While we apologize for any misunderstanding and inconvenience the customer has gone through, we will gladly offer the customer a 20% discount off the purchase of the replacement piece needed as we do still carry that item and we would like to take care of this customer to the best of our abilities

When the Utica store was confirming the delivery Mrs [redacted] stated that she shouldn't have to pay the delivery fees due to not receiving same day delivery(The delivery to Watertown is $from Sryacuse or $from Utica)She cancelled the delivery due to refusal to pay the delivery feesI spoke to Mr& Mrs [redacted] yesterday, he agreed to picking up the sectional in Syracuse today to save the money on the delivery feesThe sectional was transferred in for them from Utica and we are covering the gas and tolls for them due to the confusionI emailed Mrs [redacted] our agreement to cover the gas and tolls as she requestedI spoke to Mr [redacted] again this morning to confirm and he is going to be coming to pick up the sectional this evening in Syracuse

Ms[redacted] called AF corporate week ago and has been explained as follows: Customers mattress is years old AF has all of customers receipts, there was no extra warranty bought by customer ON ANY RECEIPT...a warranty CAME AUTOMATICALLY ATTACHED to the mattress when boughtAF ask customer to produce receipt that shows this extra warranty bought but customer could not Records do not show through out the past years there were any constant calls of this complaint although records do show to calls were made within the last couple months NONETHELESS--AF did do a claim on her mattress with the pictures sent by her and received by AF through emailClaim was denied because it did not meet the specific guidelines on the manufacturers warranty! THE MANUFACTURER DENIED IT!! CUSTOMER BELIEVES WARRANTY IS AN INSTANT REPLACMENT AND WONT ACCEPT NOR UNDERSTAND THIS FACT OF MEETING REQUIREMENTS OF MANUFACTURER'S GUIDELINES PLEASE NOTE: EACH CALL CUSTOMER BEGINS TO ADD TO HER COMPLAINT...SUCH AS BUGS (mattress in home over years)NO BUGS APPARENT IN PICTURES SENT BY CUSTOMER CUSTOMER CONTINUES TO BE IRRATE!! CUSTOMER CANNOT BE SPOKEN TO NOR EXPLAINED TO...CUSTOMER BEGINS TO SCREAM TERRIABLLY ON PHONE CALLS AND HER CALLS ARE LET GO....SHE BECOMES FRIGHTENING TO OTHERS!! FOR THE RECORD: This customer was explained her claim was denied---though AF would give a good percentage off another replacement! There will be no refunds nor compensationPLEASE EXPLAIN TO THIS CUSTOMER WE WILL NOT DO BUISNESS WITH HER IF SHE CONTINUES THIS BEHAVIOR!

The warranty purchased by the customer doesn't cover such damage to the customers product and there is no manufacturers warranty on the futon purchased (retail $as paid by customer) We will gladly make a good faith swap out of this item for the customer at their convenience and would be happy to provide the customer with the details in what the warranty purchased does cover.We will get the regional manager in contact with the customer once the exchange is accepted to schedule with customer

I was told that my refund was sent out on 5/12/I have not received my refund as of 5/22/I called corporate and talked to Stephanie she said that it had been returned because they did not have my apartment number witch is on fileShe then proceeded to say that it's been overnighted and have me a tracking number and that it should be here overnightI have waited the full days and I am beyond [redacted] because of the lack of communication and poor Customer serviceNot sure of why I have to be the only person to constantly reach out because of their mistakes If this is what it feels like to go through a company to buy material then I rather continue to sit on a rugIt's wrong to have to work hard for something and get treated as if your a piece of trash

Hi ***, this is what my Regional Manager has advised:This customer will be coming in this week. We are going to swap her out to get her taken care of. We don't want to keep relying on ordering the cushions. She is happy with that and will be in to reselect.

I have proof I have tried to make claims the last 2years I can attach emails to AF I have kept them as I do everythingI purchased a warrenty you can see in our records on everything I've ever bought from them, so where did this one disappear too? Did a employee pocket the money? I'm losing out on something I bought to cover if anything ever went wrongNever once did I assume it was a Instant replacement until Jessica told me my warranty would cover my pictures with the dip and the ripsShe also told me that they no longer made that mattress that I would be getting a upgrade on it and would not have to pay the differenceI never was irritated the "corporate lady" I talked to could not provide any answers for me she also started yelling at me and by letting go they mean hanging up on me, by saying "buh bye"! I have never been treated with such disrespect by a corporate office who is highly unprofessional and also called me a liarme also and management you never call the customer a liar you try your best to resolve the issueMy mattress fell apart along time again and nobody was willing to help meIt's saying what you mean, doing what you say, and getting the job done, nothing got done! And by a discount they were offering only 20% off I've been a customer for over 15yrs my whole house was purchased from them I just feel like this was handled very unprofessional I still have no answers as to where my warrantee went that I purchased and I didn't ask for a refund I asked for an in-store credit a credit I would go back to their storeThey will no longer be getting my buinesss and I'll be sure to let everyone know in our small town community how they treat there customers and how they don't honor their warranty's! If I had to tell one person is read the reviews these items are junk and warrenty a are crap! Rude and hanging up on people are there go to just glad I'm not the only one who calls their bluff! Attached is the photo of my emails from the last yrs

From: [redacted] .***@gmail.com [mailto: [redacted] .***@gmail.com] Sent: Monday, July 06, 2:PMTo: [email protected]: Karissa [redacted] vs American Freight> I am writing in response to the Revdex.com complaint vsAmerican Freight.> > Your email enclosed a copy of the response from Ms [redacted] *eltram.> > Ms [redacted] 's response if full of inaccuracies or blatant Mis-truths.> > 1) At not time did a American Freight Sales representative tell us prior to our purchase that the delivery and assembly of bed was set up by a separate companyThey did in fact tell us we paid for it separately upon deliveryAfter the sale, they gave us an order with a brief note on the bottom that was not detailed or explanatory.> > 2) I called American Freight and emailed them multiple times after the > bed fell apartI have my first email dated 6/13/sent directly to > Ms [redacted] > > 3) At no time did we receive a call back from the Store manager or District Manager as we requested after deliveryI can provide our phone call logs to show when our calls to the store began> > I did speak to a friendly assistant manager who I also emailed at his requestName MarcosFrom the pictures I sent him, Marcos promised a replacement pieceHe stated he could tel from the picture it has been assembled incorrectlyHOwever no one arrived on the date stated the piece would be replaced> > 5)This prompted After days with no suitable bed for the children, I called my credit card company (USAA MASTERCARD) and disputed the chargeI followed up with a 3rd email to Ms [redacted] stating we would not payIt is only then after phone calls, emails that I received a response back from Ms [redacted] (At this time, I have paid American Freight for the bed).> > 6)From this point Ms [redacted] yelled at us and made up storiesI refused to talk to Ms [redacted] and requested to speak to someone else because I felt she was condescending and shirking in responsibility.> > 7) Someone from a contracted company of American Freight did arrive with a new bed however, they brought the wrong oneThey also agreed that the bed was initially assembled incorrectly which is the reason it fell apart.> > 8) At this point in time, I restate my initial complaint and would like to add to it.> > *American Freight does not inform customers prior to sale that they > hire out an independent contractor *American Freight is selling > furniture meant for children that is not safe for children *American Freight is not adhering to a State of Ohio Attorney General Order (The company in which they are incorporated) in responding accordingly and responsibly to Customer complaints of which they have over issued in the past years discussing the same issues(I wish I had known this early on).> > American Freight owes us compensation for days off from work in > which we had to wait for their delivery teams American Freight owes > emotional suffering for a child that fell out of one of their beds American Freight owes for the days time without a suitable sleeping option for the children.> > American Freight should be sanctioned for Advertising to > residents in the State of Virginia All of American Freight's Merchandise should be inspected to see that it has a reasonable warrant of fitness for the intended user, especially if it is furniture for children.> We believe that American Freight owes us compensation for their lack > of business professionalism>

On 5/11/I paid off a layway on a piece sectional which was delivered in June I had to send it back due to holes in the fabric.it was replaced with no issuesFast forward to 2/4/while sitting on the couchildren I hwarda Crack and immediately sank in my seatOn Sunday 2/5/I went I to the store to complain the ,anger told me to email a pic which I did the same dayI called nearly daily for the next week seeing get no one called me, and was told they were waiting for approval from corporateSo I waited until 2/18/to call seeing once again no one contacted me I was told corporate approved and they had the piece in stockI asked for delivery for 2/before pm I was informed I had to pay $for deliveryOn Sunday 2/@ 3pm no delivery I called and was told the delivery people were over booked, I called back on Mao day to ask for delivery I was told it would be no problem from managementAt pm no delivery I called and was told the piece was being loaded

This customer's name is not on the receipt The customer's name on the receipt is Barbra N [redacted] We called this customer and explain that this mattress was on backorder and would not be the days and she could be totally refund, this customer wanted to wait for the purchase We offered a free upgrade on another design, customer refused and wanted to wait This mattress is still on backorder so we are transferring this mattress from another store and having it delivered today For the customers inconvenience we are giving them a free mattress protector which carries a warranty.Please be advised that American Freight must deal with the person who's name is on the receipt! The individual associated with customer and who wrote this Revdex.com complaint has become to aggressive and cannot be reasoned with PLEASE ADVISE CUSTOMERIf this customer wants to be refund, they may but then can not keep the mattress also

I purchased a couch and picked it up on 4/06/It was all wrapped in plasticThere were supposed to be legs for the couch and only four were includedI have called three times and each time they said they were going to mail the four legs that were missing and it is now 4/30/and I have not received themI drove minutes to pick up the couch and they forgot to put the four included legs in the enclosed packageI advised each time that I am not driving minutes there and minutes back to resolve an issue that they causedEach time they said that it would not be a problem and that they would mail it

Called before I visited store was informed by Steve that company does same day deliveryWent to store on 03/03/Purchased a dining room table, coffee table, end tables, and a sofa and love seat that cost about $1,Was informed that they will deliver items on that day but they did not give us an exact time per their protocolThe items ended up never being delivered on Saturday 03/03/My husband [redacted] called and Steve offered a $store credit because he forgot to put us on the delivery listThe next day on 03/04, we used the credit and purchased a piece King bedroom set for $The items ended up being delivered at 9:30PM that nightI am currently months pregnant but I helped my husband put the bed together and upon building the bed we realized they had delivered a queen bed frameWe had to take the bed apart and sleep on the floor for the nightThe next morning my husband called Steve again and he informed us it was a mistake and he was going t

My wife and I purchased a new [redacted] Glendora x-firm king mattress set after comparing their showroom mattress with the [redacted] Del Aire plush King We were seeking a mattress with firmer support than the pillow top we have had for years The showroom Glendora provided a firmer feel but still had a Gel Touch foam for comfort The mattress that we received was hard as a rock and compared nothing to the showroom floor sample I inquired several times with the store and regional manager I went back to the showroom to compare their mattress to the one we received There is significant presentation of the product in the showroom versus the received product I escalated my complaint to the website Customer Service number, again negative results They offered my a torn Del Aire if I would pay their cost of $ So on top of paying $for a full set, they wanted me to pay an additional $for a new mattress Their showroom mattress misrepresents the true product a

This customer has been replaced/exchanged on 7/13/

I heard back from the customer and we will be picking up the king box springs on Monday 7/and he will come down and receive a refund for just the box springs! Let me know if you have any questions Thank you, [redacted]

I called your offuice 7-8-approximately 2:pm it was closed for a meeting, but I left a messageI'am faxing my document receipts to show you what I stated to you before that I purchase a Jefferson Black Sierra Red Sofa at the above store on 2-27-for $321.42, and I put it in the layaway with all my payments leading to my final payment on 6-6-On 5-3-I made a payment of $I told the sales clerk that day I was going to pay the balance of $the next month in June no later than June 8, I was thinking that they will have what I purchase the next month when I come in to make my final paymentWell that did not happen, and I stated to you before that I went in the store 6-14-and seen an Jefferson Black Sierra Red sofa sitting in the store on displayWhy they could not deliver that one to me? Or whatever happen to the sofa that they should had put up in storage for me in layaway? Now it is pass days their policies stated, if they cannot deliver the merchandise within days that the customer will be fully refundedThey have not fulfill their obligation yetThey have not deliver the merchandise, neither refunded my total paymentsI will like to be fully refunded of $of what I paidThis is very bad business practices, if I known these people operated like this, I will have never did business with themI had done a lot of business with other companies before, and this is the first time this had happen to me