American Freight Furniture and Mattress

[redacted] is not the customer!  This person is calling for her daughter, who actually purchased.   American Freight must deal with the person on the receipt, not Ms. [redacted]-- it is our policy!  This person, Ms. [redacted] has called our store several times and our corporate office...

several times and has visited the store only to become obnoxiously rude!  EVERYONE HAS EXPLAINED TO HER ABOUT THE WARRANTY THE DREAM GUARD MATTRESSD PROTECTOR WARRANTY BUT SHE REFUSES TO LISTEN ONLY BECAUSE SHE WANTS A REFUND FOR HER DAUGHTER.  Nobody forces anyone to buy!  Our store called the corporate office to warn us of her behavior on the phone.  She becomes so threatening no one can reason NOR DEAL with her!!  Please Note:  American Freight will not deal nor do business with Ms. [redacted] but only the person who purchased, who's name is on the receipt.  HELP US TO EXPLAIN TO MS. [redacted] ----IN THE MATTRESS PAD PACKAGE IS A CARD BOARD PIECE OF PAPER THAT HAS THE EXPLAINATION OF THE WARRANTY ON IT.   PLEASE ALSO ADVISE THAT OUR SALES OUR FINAL WHICH IS STATED ON ALL OUR RECEIPTS AND SIGNS ABOVE ALL OUR COUNTERS---WE ALL HAVE TRIED TO TELL HER THAT BUT SHE WILL NOT LISTEN  BECAUSE OF THE YELLING AND EXTREME DISRESPECT SHE DISPLAYS WHILE TALKING TO MYSELF AND ALL OUR PEOPLE!If the person on the receipt wishes to call up at our corporate office and speak to the CUSTOME REALTIONS DEPT, WE WOULD BE MORE THAN HAPPY TO TALK TO THEM!!

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Hi [redacted], this is what my Regional Manager advised,
I spoke to Miss [redacted] and personally apologized for the lack of communication about her bed frame and also that we did indeed refund her the incorrect amount (there was some confusion because we had originally given her a free I-412 frame to...

use until the Emily came in. She is going to come back down to the store so we can refund her the $141.44 that is owed to her. Please let me know if you need any other information.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, The District Manager Grace R[redacted] was true to her word and pleasant to deal with. Guardian insurance may not have held their end of the bargain but American Freight did. We are happy with the outcome.

American Freight has a 1 year manufacturer warranty on all our furniture, we do this in good faith for all our customers if their is damage or a defect on anything purchased....this customer furniture is older than a year and not eligible for this warranty.This customer has filled a claim with the warranty company she bought an extra warranty through and was denied.This customer must understand the a warranty is not an "instant replacement" her claim must meet the specifics of the warranty...and her claim did not.Again, we are happy to give this customer a good discount if they wish to replace with another.

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 chose to split her layaway into two separate purchases-on two separate dates. Unfortunately, the subcontracted delivery service must charge per delivery due to the added overhead of having to make a second traip

We tried to call the customer but was unable to reach him and his phone does not allow voicemails, however I did locate a set of hardware so we will be mailing it to his house this week!

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.

it is a lie. This company has yet to call or contact me one time. I have initiated every communication. They promise to call back but never do.

I don't have MONEY toward a REPLACEMENT NO MATTER THE SO CALLED NICE  DISCOUNT. I AM NOT ASKING FOR A REPLACEMENT. I WANT THE FURNITURE REPAIRED. THAT'S IS COVERED BY THE 10 YEAR WARRANTY THAT I PAID FOR. CAN SOMEONE EXPLAIN THIS IN PLAIN ENGLISH TO THESE PEOPLE ? I DON'T NEED A DISCOUNT. I NEED THE FURNITURE REPAIRED. Thank you.

First off the purchase was in 2012,...

not 2010. Yes they did send us replacement cushions comma but they didn't send the right amount and the one question needs to have the couch completely torn apart in the one area to get it on. We were completely misinformed regarding the warranty or else I would have never paid the extra money to buy it. When you're told you are purchasing a five-year full warranty as a customer that's what you're expecting you are getting. As said before as a customer we have gone through way too many hoops to try and get this situation fixed. When a tag is marked wrong on something in a store the store fixes it and you get it for the price that it was when something with Miss advertised. Well this situation is no different. I feel the whole sectional should be replaced, and we should not have to tear it apart to get a cushion on it. The warranty information on the receipt was not clear in any which way shape or form and was very misleading to a customer back then in 2012 and to any new customers they may have.

Happy to refund this customer. Please have him call the store for a pick up and as soon as American Freight has the return we will send the refund paper work up to the corporate office for a refund check. Please allow 7 to 14 days for the refund check to process. Refund check will be sent to the store, customer will be called to sign to receive.

This customer will be replaced to day and the store will be covering the fee. OUR SINCERELY APOLOGIES!!

It is on the way.....delivery crew running late, our apologies!!

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Although I am not happy nor do I agree, I am not going to spend anymore time and energy on the matter.

This customer has a layaway with AF. On our receipts it state "LAYAWAYS CANCELLED AFTER 10 DAYS BECOME STORE CREDIT". She has been explained this by everyone!! This customer called our office 8 times, my staff had to let go of her calls 3 times because she became foul and disrespectful....finally...

I told her not to call here until she settles down.
AF is entitles to their policies! This customer will not be refunded.

This customer received everything except the bed frame, mirror and dresser...manufacturer had delivery problems.  Immediately American Freight apologized, offered a free $200 upgrade to another 3 piece bed set which did not contain the nightstand....nightstand is $220...

ea.  Please note: this customer received a $250 discount on their original order and a $75 fee for the inconvenience.  American Freight feels they have given fair options and if customer wishes to buy the nightstand we can make her a good deal.

This customer purchased in October of 2013. This customer bought the extended warranty. Customer called the warranty company and filed a claim. Her claim was denied because it did not meet the specifications of the warranty. Customer is upset by this. Warranties are not instant replacements. American Freight does not sell their own warranty, we sell them for the manufacturers. Please have the customer keep this warranty for further claims.
Customer will not be refunded but we would be have to give a good deal on a replacement piece!

went out 3 days ago, Friday night....check #[redacted].