American Freight Furniture and Mattress

We dropped the ball on a warranty claim during a staffing change.  Customer was not contacted immediately and issue was not resolved promptly.  As of 7/22/17 customer has received brand new merchandise for both mattress and box spring and has been taken care of. Our sincere...

apologies!

I was contacted by American freight,& compromise & I went to the store on Feb.9,2015.I met with MS.Gina,& then I got an receipt for the new furniture. She explained to me that the matter with the manager Gabriel had been handle & assured me that there wouldn't be any more problems..and that I could contact her personally if there were.so there was an 3rd piece that went with the furniture which was an "ottoman",& she gave me the price in agreement of $131.61,after she adjusted it's original price of $248.00,for the inconvenience....so I paid $75.00 towards it & ask her would it be an problem if I came bad & paid the rest & then pick it up & she stated no that will be fine...now I returned to the store on 3-5-2016,wit my fiance, to pay the remaining balance of $56.61 & pick up the new outtaman.... We went in & was greeted by "Amanda",& I ask her to get Gabriel so that I can finish the deal.& she did go to him & he bluntly told her he didn't want to deal with me ,& I just gotta wait ..when we heard him state that I told Amanda not to bother him & ask her if she could finish the transaction & she said yes.so Gabriel & Troy another worker began making comments that wasn't professional & very disrespectful...they also were making negative statements towards me as a young black man that were degrading,& racists.....so I got upset but still keep my look, & after waiting in the store for 30mins. He told Amanda ,let's get him the hell outta here, tell him to pull to door 1,& get this [redacted] loaded...we were shocked & just left out the store ,& pulled to door 1,& we were waiting for 1hr.& 26mins...I repeatedly for out my truck & ask what was the problem,& was constantly told nothing their busy loading other people furniture...& I said why was we told to pull around here if they wasn't ready to load my item....so then Gabriel begin bribing out furniture & loading it on a customer truck & that customer was still in the store being checked out by him...so he came to my truck & knocked on the window & said what ur waiting for...I said my outtaman & he went in the store & about 13/15mins.later he had an item on an Dolly & I got out the truck & walk to the back open it & Gabriel loaded it in there,,he put it in the back of my truck upside down & I looked at my fiance & shook my head..then he said sign this & I did & he turned & walked away....so we left & went home once we got home, I brought the item in thought the kitchen door & I noticed that the plastic was very dirty & torn..it had tape on it as if it was just recently put together & taped,so as I opened it I realized the item wasn't brand new,because it had none of the shipping material on it like the other new furniture did when we open it...u could see it had been already assembled & put together before,tags were torn off & hanging,the legs wasn't in its packaging like it should had been...they had in fact thrown then in the inside of the ottoman & when I open it they were dirty & I immediately called that store back...& told Amanda & I told her I wanted a full refund..I then called Ms.Gina 4/5 xs, but she didn't answer so I begin texting her & I took the pictures & sent them to her...I loaded it back in my truck & we went back to the store...once we got the I went in & went to Gabriel & ask him what's the problem why would he give me use furniture & I paid for brand new furniture???? He said he sat know what I'm talking bout it was new & I said no that was the one that was on the floor when we got there & now it's a table there...he walk off & I went out to the truck & me & Amanda begin taking the ottoman out to bring it in the store.. I told my fiance to come in & we waited 23mins then no one still haven't helped us & I got upset & went to the counter where Gabriel & his workers were & I ask him again what's the problem, now I'm waiting & ur dodgen me, he said I sat know what ur talking bout & I sat care...so I said just give me a refund & I will let the rite people handle this,matter he said I sat care & begin talking crazy & unprofessionally to me & that's when he & I exchanged words & him & Troy, made another racist comment & I told both of dem I will be contacting the Revdex.com & Ms.Gina..Gabriel said "I don't give a fk " & told me to leave his store.....I contacted ms. Gina again & she answered & me & my fiance explain everything that happened to her & she said I will handle it...so she told me she would make sure I get a brand new outtaman & Gabriel will be handled..it's been 2 weeks now I have tried to contact me.Gina but still no answer & I have texted her several times asking her to return my calls but she hasn't...she did text me 1 X ,& said she hasn't. Forgotten bout me & will contact me but I still haven't heard from her..

Customer brought back dinette set because he did not want to pay $65 to have it assembled, customer then refunded for the entire dinette set. PLEASE NOTE: CUSTOMER NEVER PAID A ASSEMBLY FEE BECAUSE HE BROUGHT DINNETTE SET BACK, MAD BECAUSE HE HAD TO PAY IT SO RETURN IT. Customer only has a lamp...

purchased at American Freight.
NO REFUND ON ASSEMBLY WHICH WAS NEVER DONE!!

We are receiving the mattress today and customer will be coming to pick it up

This customer will receive his third mattress.  Saturday this customer will be coming in to pick up.   American Freight very much apologies for the inconvenience this has caused!!

We very much apologize for the inconvenience!!  Sometimes there are backorders from manufacturers that cannot be helped.  This customer has now received the chest and nightstand.

We were able to find a photo of the person who used the credit in the [redacted] location and it was not Ms. [redacted].  She has been taken care of.  She came into [redacted] yesterday and we gave her a mattress set at no charge.  We apologize for any inconvenience.

Here is a supportive document supporting my complaint.[redacted]Thanks.

Claim has been approved and we will be replacing this customer.

Customer name on the ticket is [redacted].   The layaway was a total of $225.   August 17th customer put $200 down with the initial $25 down equaling $225.  Customer wanted a refund but did not cancel within the 10 days so balance became a store...

credit.  We explained our policy to this customer.  Our layaway policy is on customers receipt.   Nonetheless customer decided to purchase a headboard and chest.  American Freight gave an additional $50 off to this customer.

We have reached out to Ms. [redacted] today and apologies for the inconvenience she experienced.  She will be coming in tomorrow so we can put some money back on to her card, also we will be selling her a night stand to match her set she purchased with us for the inconvenience.

I purchased mattress and boxspring, I called because of the dent forming, I was told I had warranty, to submit email with pictures.  Why in the world would I pursue something if I was not told to.  I did not even call about warranty I wanted to know if there was a way to fix, since it was still a fairly new mattress.  Whom ever is answering does not get I am not asking for something for nothing, I was told the warranty was still good.  I did not know that.  This is why it is best not to buy in places where the price sounds good, even though we paid over $800 for them.  Again, if I was not told there was warranty I would have NEVER submitted emails nor pictures.

On all our customers receipts it states Delivery Fees are non-refundable.  If this customer had any problems with the Delivery Crew, they must call that company and the contact information can be obtain by calling the store.  Please advise this customer that if the delivery service is used it must be paid for.  This service is not an American Freight service, it is subcontracted this service is their own company and if you use them, they must be paid.

Regional Manager has spoken to this customer and the customer has agreed to wait another 30-45 days for another truck that has this furniture coming on it!!

We apologize for the miss communications and this customers bed frame will be replaced.

American Freight is going to replace mattress, customer to dispose of defective mattress.  Customer can replace with $100 dollar free upgrade on the price of a new mattress replacement design.

Our sub-contracting delivery company came to this customers house around 9:30 but called the customer first and customer allowed them to deliver at this time. Delivery brought everything except the mattresses.
The customer threw a fit and demanded they receive their mattresses THAT SAME NIGHT...

so the delivery people went back to the store, store manager unlocked and opened the store and the delivery crew picked up the mattresses and around 1:30 came back to the customer house upon calling customer first....and the mattresses were delivered as requested and demanded!
OUR DELIVERY CREW REPORTED TO OUR CORPORATE OFFICE THAT THIS CUSTOMER WAS EXTREMELY AGGRESSIVE, THREATEN THEM, TOOK THEIR PHONE AND THREATEN TO KEEP IT IF THEY DID NOT DELIVER ALL THEIR FURNITURE, CUSTOMER WAS SO FOUL AND FREIGHTENING OUR DELIVERY CREW WILL NOT GO BACK TO THIS HOME! THE CUSTOMER SERVICE GIVEN HERE WENT ABOVE AND BEYOUND CONSIDERING THE FACTORS/BEHAVIOR DISPLAYED BY THIS CUSTOMER.
AMERICAN FREIGHT WILL NOT REFUND....OUR SALES ARE FINAL, WHICH IS STATED ON ALL OUR CUSTOMER RECEIPTS AND ALL OUR SIGNS OVER ALL OUR COUNTERS

Customer bought mattress in 8/15. We did a claim with the manufacturer to see if we could get it replaced for customer. This manufacturer requires pictures and a form sent by email from American Freight to the manufacturers customer relations department using email.
Manufacturer emails back to...

American Freight whether the claim is 'DENIED OR APPROVED", this claim came back marked denied.
If this customer wants more info they must contact the manufacturer. Obviously this claim did not meet the specifications on the manufacturers warranty. All American Freight receives through email is a DENIED MARK OR AN APPROVAL MARK from the manufacturer and personal email address will not be exposed to customer

This response shows what we have dealt with..... American Freight stands behind their first response and will not deal in vengeance!!

This customer could get no where because her manners were so disrespectful! This is what this customer must do:
This customer must go through the warranty company she bought the warranty from not American Freight. Her 1 year manufacturers warranty has expired, American Freight can no longer help her only to give a discount on a furniture replacement. This customer has had her furniture for extended amount of time causing her manufactures warranty to expire. She must use the 800 # on her warranty and call them to place a claim...remember her claim must meet the guidelines.
There will be no replacement for this customer from American Freight only a discount on replacement furniture,