American Freight Furniture and Mattress

This is not true I got the warranty phone number by calling America Freight and asking for it. Their employees told me the warranty would cover pet damage multiple times and they know it. I want a refund for my warranty.

American Freight will be happy to switch this customer out to a bed of her choice at no charge.

It is my understanding that the Regional Manager has reached out to Mr. [redacted] and has resolved his issue.  If there are any questions or problems, please contact your local store or call ###-###-#### and hit option 1 for customer service.

The customer was contacted and offered a refund on her product.  She stated she had already initiated a charge back on her credit card and longer wanted the ottoman.  She received the refund back 5/24/17.

I heard back from the customer and we will be picking up the king box springs on Monday 7/6 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]

[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]

PLEASE TAKE NOTE:        Customer bought Glendora Extra Firm King mattress....after 2mths he said his wife thought it was too firm and he wanted to bring it back.  Our Sales are Final which is stated on his receipt and signs above all our counters.  (ALL OUR MATTRESSES ARE ON OUR SHOWROOM FLOOR TO TRY WHICH CUSTOMER DID)  Because of no defects of any kind, no damage of any kind it could not be replaced.  This mattress had been sleep on and in the customer home for 2mths.   We told this customer that we would sell another to him for half off $540 plus the 10 year warranty.....this customer became outraged and wanted this mattress for $200 to $300 dollars now wants it free....we told him we could not sell below cost.......henceforth he writes the Revdex.com.       Our offer still stands, a King Size Glendora Mattress for half off plus the 10 year warranty.....the cost $540.

This customer is bring the bunk bed back and will be refunded.

[redacted]]: called customer back and asked if she wanted to wait for me to order the low pro splits or just wanted to get a refund she said she disputed it with her credit card already but she would cancel it and cancel the Revdex.com I said thanks we would take care of her no matter what she wanted...

to do she said she would wait for me to order the splits for her I said great I would do that and call her when I received them and we would swap the other ones for her she said ok and was happy when we got off the call (Added at 12/29/2016 took care of it

All warranties are in writing, this customer is past full replacement warranty on the sofa. We requested pictures be sent in and we offered to order in parts in accordance to the manufacturer warranty as well as refund the amount paid for the value 1 based on his claim of being misinformed.

We are responding to the Revdex.com file referenced above.It appears American Freight has "altered" some of the communications they are providing to you. We have not contacted them every day, but merely responded to them or also replied to the Attorney General Office in our state which they are copied on.Below is a communication we received from their CEO to us yesterday.I have worked with [redacted] for a long time and I have the utmost respect for her. She has always shown respect, honesty and integrity towards others. Sorry you feel the way you do and we wish you the best.[redacted]CEOAmerican Freight

This discrepancy had nothing to do with the delivery company. They showed up on time and delivered what they were given. So asking them to pay for your mistakes is reprehensible to even suggest. I ordered my furniture a month before delivery and was told it was in stock. Then I was told that t was given away because another customer returned a broken piece of their furniture of the same type. Then I was told it was in stock you just didn't know where it was. THEN I was told it was back ordered after I went to the lengths of even switching the original bed set I ordered. I was never offered a refund, so now you're beginning to lie. I asked if I should just cancel my order and the response I got was "ok." Then I was told I could switch the set after I asked if that was an option. It wasn't my business decision for you to sub contract your delivery, as a customer I shouldn't have to suffer for your employees incompetence and bad business decisions.

After speaking with the store and following up with Julie about the warranty going on for this customer.  The warranty was denied due to insufficient pictures to support their claim.  The customer never supplied new pictures for the claim.  While speaking with the store the customer...

actually came into the store.  He stated that the mattress doesn't sag at all unless sitting on the mattress.  This customer purchased an I412 frame, we have advised the customer to bring the I412 frame back to us, and we will give them the free upgrade to the ICS-375 frame at no charge to the customer.  This is a heavy duty option with a middle support brace that should eliminate their issue.  We will also swap out the customers mattress as well to eliminate all aspects of this customer having issues with their bed so there is no more back and forth or future issues arising. Customer was satisfied with this resolution and should be taken care of today.

The company claimed the following: Customer has not returned our call...

yet.... This furniture is outside of the manufacturer's one year warranty however we are willing to replace this furniture with something different if there are no signs of negligence. On Saturday, 16 Sep 17, I checked my email and noted the Revdex.com response from the company.  In the Revdex.com response, the company claimed that I had not returned their call, however I was unaware the company even called.  I checked my call log and noted I had a missed call (only one) on Wednesday, 13 Sep 17, from a number that appeared to be from the company but they did not bother to leave a message asking me to return their call.  Furthermore, due to Hurricane Irma, my wing commander directed the base populace to evacuate Friday, 8 Sep 17, and I did not return back home until Tuesday, 12 Sep 17, after recalled back, not to mention recovery of personnel and equipment at my job took precedent. On another note, their Revdex.com response about a one year warranty is completely new to me - I was never briefed when I purchased the furniture that such a warranty even existed, which is why I chose to settle this matter via the Revdex.com channels.   After I received the Revdex.com email, I found an email from the company with a signature block of Carlos [redacted] and Heather [redacted], sent Wednesday, 13 Sep 17.  Again, I didn't see the email until the following Saturday due to the Hurricane Irma recall/recovery occurring at my job.  Here is what the first email said:This is American freight in [redacted] can you please send us pictures of the sectional and the damaged pieces. Also, we need a  picture of the tag underneath the sectional. We will get you taken care of.  So I sent the pictures of the sectional and the recliner, but was having trouble locating the tag so I asked for further clarification on where to find it.  Their response was:should be in side the cushions or under the sofas.So I looked again, and found a stamp inside one of the cushions but wasn't sure if that was what they were looking for, so I sent them a picture of the foam cushion piece with the stamp. That was my last email interaction with the company, Sunday (17 Sep 17).  It is now Friday, 22 Sep 17, and I have heard nothing further from the company.  I have received no follow up emails or phone calls regarding how they would like to take care of me (as stated in their first email sent).  I am at a complete loss, figuratively and in reality.  Attached are 4 of the 9 photos I submitted via email to the company during our correspondence.  The radio silence on their end is deafening and as each day passes that I don't hear from them only solidifies that they do not want to resolve this matter.
Regards,
Elizabeth D[redacted]

The customer agreed to buy a floor model set.  This customer believes we delivery "ANOTHER FLOOR MODEL SET-SAME TYPE" but this one was a damaged set instead of the one he picked out prior....now he wants new furniture because of the damages.  I'm having him...

come into the store this evening to look at another floor model set to see if this one is to his liking..... the one he points to we will put his name on it and exchange it out for him.  If this customer wants a brand new set he must pay the difference in price to purchase the brand new set.

I understand all sales are final. I have no problem with this policy if I received the product that I ordered. However I did not receive the product that I ordered within 30 days there for the American Freight Refund Policy states that I should be refunded. http://americanfreightconsumer.com/faq.html. I ordered the Bradford couch with the electronic console piece. This couch is no longer being manufactured. The company cannot even send me the couch that I ordered. I should not be forced to pay for a couch that they no longer manufacture and pick a different couch. I can send pictures of the damages to the couch I received. American Freight was made aware of these damages the very moment that the couch was delivered. How is it the fault of the consumer to be stuck with this couch at their expense? Several people have had the same issue and upon writing a review on the Revdex.com website American Freight refunded the customer. However since the coorporate manager spoke with my sister and did not like her, now I am not being refunded? How is a personal distaste for my family member a reason to not refund someone? I have been calling trying to get the correct couch delivered for an entire year. I have not been rude to a single person I have encountered, knowing it is not the fault of the person who answered the phone that the incorrect product was delivered. But it is beyond ridiculous that it has been over a year and I still can't get the couch I ordered OR a refund. My couch is no longer manufactured, I don't want a different product. I should be refunded as the refund policy states.

Consumer called Revdex.com and stated that she has scheduled two appointments for the business to pick up the furniture but they did not show up either time. She would like the store to call her and set up a time.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Also no one has yet contacted me but I do accept the resolution.

I reviewed the response made by the business in reference to complaint ID 11398997, and find the resolution is satisfactory to me. They swapped the mattresses out and finally covered the delivery of the mattress.

I was not aggressive and merely asked questions.  I thanked them and to answer that I never met nor talked to Cana W[redacted] so as you can see she is lying, she has done this from the start and is partially why I do not think the warranty was taken seriously.The sag and wear you can see exceeds the warranty and would see that if I could physically take the mattress to them but they do not allow this.