American Freight Furniture and Mattress

Hi [redacted], this is what my Regional Manager has advised:
Susan, we spoke to the customer regarding her sofa. Her main complaint, that the leather was peeling, has outlived the warranty timeframe. We suggested that we could possible get the warranty approved based off frame or cushion damage, but she...

is saying that the only thing she wants is a refund. We told her that this was not possible but that she could use the credit towards another set, but she is adamant about getting a full refund. Keep in mind that she has had this item for well over a year and a half.
ALL OUR SALES ARE FINAL....this is stated on all our receipts and signs above all our counters. Customer can reselect or a store credit. THERE WILL BE NO REFUND.

Consumer called. She would like the refund for the mattress. She will return the mattress next week.

We have spoke to this customer on two separate occasions. We told her since she has a finance deal, she has to come back to the store to re finalize the paper work since the table is $100 more. She also did a CPU. We offered free delivery and set up for the inconvenience but she wants the table...

swapped out first before we finalize deal. We told her we cant do anything until the paper work is corrected in our system and  with American First Finance.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
I agree as long as American Freight keeps there deal of giving me the credit and the whole amount I spent on the furniture and I do get free delivery

We apologize for the customer service you believe was experienced!! Customer refund for purchase and delivery

Called this customer the last two days to swap set and the phone number provided does not have a working voicemail box. Have not been able to be in reach with customer please have them call my company phone # to schedule [redacted] TREVOR H[redacted]

First of all if you listen to the "recorded " call I did not hang up on him. I was up to my neck in dirt and digging up my garden due to slugs. Had simply come in to get a paper towel when the phone rang and furthermore I will call [redacted] back if you'd like, been waiting for his return call to inspect underside of the mattress which I cannot possibly see because I cannot lift it and it was delivered wet.Also. All this time you thought I sent pictures of the second/ replacement mattress ? The replacement mattress that I called and texted you and the Dist Mgr about within in 48 hours when it was delivered wet? You have been fighting this issue thinking that the mold pictures were of the second mattress and wont do anything about it?   You are sick and lousy people!! You are below skank and sm!!!! To think that you would not replace a moldy mattress from your warehouse is simply beyond comprehension!!  No refunds??  No replacements??  You thought the pictures were of the second mattress set and WOULDNT cooperate ??  No people. The picture were of the first disgusting mattress you sold and delivered. The second was simply wet and would have looked like the first in a matter of weeks. I want these emails posted for ALL to see how disgusting you people are. You are disgusting people. I laugh as I type this.  You wrote vengeance?  I am not vengeful but I hope you sell to someone who is. In time all the mattresses you have sold will be found with mold and I cant wait to hear / see their complaints. You know? The law catches up with so called people like you. The Judges will have a field day with these types of emails from you. You actually thought those pictures were of the replacement set and refused to do anything about it?   I cant stop laughing. I will save this correspondence for myself and others who have purchased from you.I still want a refund .  These animals do not deserve my money. In fact that was rude to the animal kingdom. They are not dirty.

This customer's behavior was severely extreme and the anger she possessed was frightening to our people that she was reported to the authorities!  Threats of such awfulness and cursing to the Vice President, Regional Manager, Store Manager, Sales People and then to...

our people and myself at our Corporate office, her anger was of odd excessiveness!!   She wanted free delivery.  Our policy is if you picked it up and there is a replacement then the replacement must be picked up....if the customer had it originally delivered than a replacement is delivered free.  When our Vice President is called a "[redacted]pig" and language is  of such foulness to all of us and the abuse is of this nature American Freight will no longer due business with this customer!!This customer purchased from us months ago and exhibited this same behavior.   American Freight gave this customer free delivery on a warranty that was approved.  Customer had picked up her original order.....though we gave her free delivery!American Freight cannot and will not do business with abusive people!

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  After looking at the bunkie and not finding it to meet my needs I asked the manager for a full refund in which he replied he had 6 weeks before he could choose to refund me my money. A week later, via phone a manager told me I would not receive a refund at all. I am happy to know this will not be the case.

This customer has options her furniture is in the warehouse/in stock or she can be refunded. If she wishes to do a charge back....American Freight will not dispute it.

Our apologies for this mistake made by our store manager. Immediately she refunded twice!! Our accounting records show the 2 pings have been sent to this customers card service. It is up to the customer's card service to absorb this ping in a timely fashion....American Freight has no control over...

that.
We would be happy to give this customer a good discount if she wished to come back and purchase again in American Freight. Our apologies!

Customer sent in new pictures of the damage of the furniture piece.   American Freight is doing another claim with these pictures with the manufacturer.  We will call the customer when we get notification of an approval or a denial for replacement.

Ms. [redacted] received a full refund on 9/11.  We apologize for the inconvenience and will work on our training at this location.

Telephone records will prove that multiple calls were made to the business by [redacted]. Our phone records do not show any calls made by the business as they claim. the only call we received at our Bellevue home was from Michael "after" the complaint was filed with Revdex.com. the mattress and Futon has since been delivered. We appreciate the Revdex.com in helping us resolve this issue and hopefully the business will provide better customer service with their future clients. According to Google web reviews, this problem has been experienced by other customers.

American Freight has the document with this customers name, showing proof of picking up the furniture.   Customer has called the police and American Freight respects the fact that she wishes to pursue other avenues!

Ms. [redacted] received her product on 8/15.  We are sorry for the inconvenience and appreciate her business.

their policy isn't stayed any where and I wasn't told about the check refund policy until I went in and asked for a refund.

...we never asked for a signature and customer was never denied a refund.....the way a customer is refunded is the point and we are legally entitled to this policy!

your 7- 14 business day policy expired 3 weeks ago. FedEx offers same day, next day, or 2-3 day shipping options.

Mr.  [redacted] contacted the store claiming is mattress has bed bugs.  He also willingly admitted his daughter had them a few months ago and she lives at a different location.  I explained to him our merchandise is factory sealed and we are routinely tested and use pest control services...

often.  I also explained to him that unfortunately, it is much more likely that he acquired these from an outside source other than out store.  I extended our apologies and offered him a great deal on a replacement.  He insisted on a brand new mattress. I explained to him that this is a very large and detrimental allegation and without any proof and no evidence of a problem in our store that I was unable to do that at this time.  He was very short with me after this but I did leave the offer on the table in case he chooses to come in for a future purchase. Please advise and do if there is anything I can do to further correct this issue feel free to call. [redacted], at this time we will not be taking this mattress back into the building and if he wishes to make another purchase with us in a few days please give me a call. Thanks! -MICHAEL S[redacted] -