American Freight Furniture and Mattress

We were originally told we could pick our furniture up 2-11-16. Then we were told it would be delivered 2-16-16. We were lied to multiple times. We...

received our furniture more than "a day after told" we didn't receive our couches until 2-19-16 and the only reason we did is because we threatened legal action and someone had to "personally go pick up the couches" for the 3rd time. Your delivery men left marks in our front yard by backing up their van. I do not accept that this issue is resolved.

We apologize for the inconvenience you experienced with AF!! Back orders do happen and in your case this was a fact. If this customer wishes to go back into the store we would be happy to give her a discount with her next sale!!
PS....if her cousin brings back the table happy to replace it.

the layway was not cancelled by me which was cancelled by the store which lied about a man coming in the cancel the chair.  I talked with somone from corporate office which also stated chair was no longer available and provided me with another chair at whole price.

The website makes NO mention that this mattress is not what they show in the pictures. When stating that the picture is only for advertising purposes, how does that inform the customer that this isn't what they are selling. Just that it is a stock photo of a mattress. The product description doesn't give the customers any reason to believe that it's not similar to the picture. When I called to talk to the sales associate at the Northfield store, he never mentioned anything about the mattress not being a normal mattress. When I drove out there, he told me they are not allow to say anything about the mattress over the phone. Only when customers come in the store. This is totally misleading!

No....Customer must re read their receipt given to them.   3 PARAGRAPH ON THE RECEIPTS SAYEXCEPT AS PROVIDED ABOVE, ALL SALES ARE FINAL.  ALL EXCHANGES OR RETURNS MUST BE ACCOMPAINED BY AN ORIGINAL BILL OF SALE. (for replacement, reselections, store credit-no mention of a return).THE ONLY TIME THERE CAN BE A TOTAL REFUND IS WHEN THE FURNITURE ORDERED FROM A LAYAWAY DOES NOT COME IN -IN A 4 WEEK TIME.PLEASE HAVE CUSTOMER RE READ THEIR RECEIPT SO IT CAN BE UNDERSTOOD AND NOT TWISTED.

I told the General manager the piece I needed. I sent...

pictures of the extra piece and the one needed. Instead of sending me one piece I wanted he sent me an entire chair. A box of junk. I got the one piece and then had to put the rest to the trash. I pay to put trash out and this is just a waste and now I had to put one less bag out because I had to have room for this chair. I should be financially compensated for all of the inconvenience and calling that I've had to do. This company is not one to deal with. Futhermore I find it completely wrong that they could review cameras and see their employee harassing me following me to my car for a tip and he is still employed.

This customer has been refunded.  He wanted us to do the refund over the phone with his credit card but American Freight will not do that for security reasons, he was explained this several times and refused to accept this.  Customer came into the store and had his card swiped and then...

demanded compensation because he had to drive to our store.CUSTOMER HAS BEEN REFUNDED AND WILL RECEIVE NO COMPENSATION FOR AN AMERICAN FREIGHT POLICY THAT MUST BE DONE FOR A CREDIT CARD REFUND.

Please advise this customer that she entered into a LAYAWAY POLICY.   IT IS STATED ON HER RECEIPT (AMERICAN FREIGHT ASSUMES ONE READS THEIR RECEIPT ENTERING INTO ANY CONTRACT).....Layaway payments of at least ten dollars ($10.00) must be made every two weeks.  Final payment due within...

24 months.....it continues to say: if you are current on your payments and your merchandise is not available within a four week period, you will be entitled to a full refund of all layaway payments.We will be happy to delivery free of charge....ITEM CAME INTO STOCK YESTERDAY, WE WILL BE CALLING CUSTOMER TO SET UP DELIVERY.

Our V. President spoke to this customer, he offered to exchange it for whatever size they need and eating the difference if they needed a queen.  The customer didn't have enough money to buy the mattress, so before they left the building I offered them a discount so they could afford to...

buy this.  They we very happy I took care of them. The policy they are reading is the layaway policy not the "all sales are final policy"REFUND/RETURN POLICYIf you place merchandise in layaway you may cancel your layaway within the first ten days and be issued a refund.  Additionally, if your layaway has been paid in full and you do not receive your merchandise within four weeks of your final payment, you are entitled to a full 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 arrive

I have received my refund, thank goodness. I never wish to do any  business with this corporation, even with a healthy discount. One horrible experience was enough for me. Maybe my complaint can be reclassified as a complaint about the way they advertise. They advertise themselves as a warehouse furniture store, but they did not have what they sold me in stock and even in a 4 week time period, they were not able to provide the product I had purchased. I work in a window factory, where we custom make windows that are special ordered. It would never be acceptable for our customers to have to wait 4 weeks for their product. If that does happen, we generally compensate the customer. These tables were not being custom made. And although I'm sure they were probably not manufactured in America, I find it hard to beleive that it would take more than  4 weeks for the tables to be shipped from wherever to Delaware, Ohio. It seems to me their warehouse furniture store gimmick is a bold faced lie.

Store will be calling Ms. [redacted] to schedule a pick up.....she paid with a Visa so AFTER the furniture has been picked up immediately she can come into the store to have her Visa swiped for a refund

This customer is being refunded. It is American Freight's policy to refund in a corporate check with 7 to 14 business to process. This check will be sent to the store so she can sign for it so we know she has received it.
Please we ask all parties to be respectful to one another!!

Susan B[redacted] called Revdex.com and advised that this customer has been refunded.

I am rejecting this response because:
I have waited for a delivery crew,other than the one hired out, that caused the damage to my home, to come and pick up table and chairs!  I have not denied American Freight the chance to pick up the remaining furniture! I ONLY requested they NOT send out the sub-contractor used to deliver furniture, fearing due to his anger issues he would cause further damage to my home! I do not appreciate American Freight attempting to make me look like I was the bad guy in all of this!  I did what I was supposed to and my home got damaged because of it! I am simply attempting to settle with American Freight since I have not gotten any compensation for the damage! Like I previously stated, IF American Freight wants to leave the table and chairs I will accept this as a settlement for the door damage as it was $298 and the estimated charges to repair door was $350.  No other compensation necessary. However if they want to send someone other than the sub contractor to pick up table and chairs and pay the estimated $350 for door repair, that will be acceptable too!
Regards,
[redacted]

All of our Sales are Final, this is stated on all our receipts and all our signs over the counters of our stores. There will be no refund.
We will be happy to replace it or this customer can reselect to anything else in store matching the amount on their receipt.....if there is a difference in...

price, it must be paid for.
REPLACE, RESELECT OR STORE CREDIT

Customer has received the legs.   Our sub delivery crew forgot to take them to the customer.   We told customer he could be refund for his delivery for the inconvenience, please have customer come into the store.

I reviewed the response made by the business in reference to complaint ID 11180818, and find the resolution is satisfactory to me.  Thanks for assisting me with this matter. They continue to say that I called 8 times. I'm not sure how many times I called, because after Susan rudely  hung up on me, I tried calling back to speak with someone else. I'm moving on from this issue. The response from the AF company says more than enough about the company.  After this store credit thing, (purchasing something I don't want), I will never return or recommend this business to anyone. Some businesses are simply not good with customer service skills. Thanks.

Our store has no record of her coming into the store for this replacement!
Our store has been told that she will be coming in and replacing only the trundle bed...NOTHING ELSE WILL BE REPLACE, RETURN OR REFUNDED.
This customer should have no trouble at our store and has must replace within 30 days.

I want the regional manager to call me, they are trying to have me swap the mattress out and still pay the delivery fee.  Regional manager needs to call me on my personal cell phone.

When a customer calls in for help to the customer service department and starts out immediately being foul and belligerent, there is not a whole lot we can do but to tell this customer to call back when they have calm down. PLEASE NOTE: there are no records of her calling into the CS department...

before this call!
I called guardian myself and her warranty had been registered. I ask guardian to call this customer to help her place a claim for this stain.

This customer purchased on 3/22/15. This customer demanded a refund from American Freight because of a stain that had been created since this purchase.
Please advise this customer there will be no refund and if she needs help with a claim with Guardian (the warranty she purchased) American Freight will help....but she must be respectful to all the employees here or American Freight will not do business with her!