American Freight: Furniture, Mattress, and Appliance Reviews (%countItem)
American Freight: Furniture, Mattress, and Appliance Rating
Address: 680 Sunbury Rd, Delaware, Ohio, United States, 43015-9555
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I just bought a couch from American Freight 4 months ago. The sales man told us that the couch we picked was puncture resistant, and that we could purchase a protection plan that covers and stains, holes and tears caused by animal or human bodily fluids and even cat scratches, etc. Well, its only been 4 months and the fabric on the cushions are splitting in multiple areas!!! I called the protection plan company and tried to file a claim since our salesperson assured us that it would cover this sort of thing. My claim was denied immediately!!! The plan only covers holes/tears if it was an "accident" and since I "did not know how the tears got there, it is not an accident"!!! I don't know who I am more upset with, our salesperson that sold us an $800 couch with a protection plan that we were told would cover everything, or the protection plan people who cover virtually nothing!!! I am so frustrated that I just spent almost $1000 on a couch that is falling apart after only 4 months!!
We apologies for any and all miss communications! Our Regional Manager has contact this customer and has explained our warranty in detail and has placed a claim with the manufacture for a replacement. American Freight offered the customer a refund for this warranty but the customer declined.
I just bought a couch from American Freight 4 months ago. The sales man told us that the couch we picked was puncture resistant, and that we could purchase a protection plan that covers and stains, holes and tears caused by animal or human bodily fluids and even cat scratches, etc. Well, its only been 4 months and the fabric on the cushions are splitting in multiple areas!!! I called the protection plan company and tried to file a claim since our salesperson assured us that it would cover this sort of thing. My claim was denied immediately!!! The plan only covers holes/tears if it was an "accident" and since I "did not know how the tears got there, it is not an accident"!!! I don't know who I am more upset with, our salesperson that sold us an $800 couch with a protection plan that we were told would cover everything, or the protection plan people who cover virtually nothing!!! I am so frustrated that I just spent almost $1000 on a couch that is falling apart after only 4 months!!
We apologies for any and all miss communications! Our Regional Manager has contact this customer and has explained our warranty in detail and has placed a claim with the manufacture for a replacement. American Freight offered the customer a refund for this warranty but the customer declined.
On December 28th, 2017 we purchased a king size mattress set, a couch, and a loveseat from American Freight in Carnegie, PA. Upon delivery of the order on December 28th, 2017, we noticed two large holes in the king size mattress. Mrs. immediately called the store and spoke to Chris, the person who sold us the mattress, and informed him of the issue. He told us that they didn't have one in stock but would order one and it would be delivered within the next month. Mrs. called once a week for three weeks asking Chris as to the whereabouts of the mattress. Each time she was told that the mattress had not yet been delivered to them and that they would call when it was delivered.
A month later, on January 29th, 2018 Mrs. called again and spoke to Chris. He told her that due to "a little bit of turnover" the mattress that had come in for us was no longer available. We were told that they would contact the other store and see if they had one and would call us back shortly after; this phone call never came. Also Mrs. ask on the 29th about receiving compensation for the inconvenience since, although the mattress is useable, it is uncomfortable as the stuffing is falling out. She was told that they would contact their higher cooperate office people and ask about giving us a credit and he said he would call us back about that as well.
We still have the mattress with the holes in it and have not heard anything about being compensated for the 1.5 months and counting of inconvenience and the return of the $100 delivery fee as we know one of the two holes was created during the delivery.
We apologize for any miss communications! Customer came in today and we upgraded them to the Icelandic King, customer has been reselected
After picking out the upgraded mattress the salesperson told my fiancee and I that, although there wasn’t one available at the Carnegie store, their other location had one. I was told that the salesperson at the other store would bring the mattress up to Carnegie or, if that wasn’t going to happen, the salesperson I spoke to at the Carnegie store would personally go pick it up and bring it to the Carnegie location. We were then told that they were coming out to Canonsburg between 1pm and 2pm on 2/16/2018 to fix dressers for another customer (***, the customer referred to in the response they first sent to my complaint) and that they would deliver our upgraded mattress while they were out here.
Despite being promise that the upgraded mattress would be delivered between 1pm and 2pm on 2/16/2018, it was not. Furthermore, I received no phone calls to inform me that they would be unable to deliver the mattress today, to set up another delivery arrangement, and apologize for not being able to deliver on their promises yet again. Although the lack of communication and incapability to do as they promise from American Freight of Carnegie has come to be expected, it is getting very old and extremely frustrating.
I can no longer trust that American Freight of Carnegie will ever deliver this mattress as I have been promised 3 times in less than 2 weeks that it would be. At this point, I no longer want the mattress or the couch and loveseat for that matter. Why? Because a product is only as good as the company and American Freight of Carnegie has not been pleasant to work with in getting this resolved. Their promises are like swiss cheese (and the mattress for that matter); full of holes.
That being said, I now want the following:
ALL of the furniture that we purchased from American Freight of Carnegie to be picked up.
The down payment of $214.45 to be returned either in cash or directly deposited back to the account in which it was made from.
The financing payment totaling $53.82 to be returned either in cash or deposited back to the account in which it was made from.
The delivery fee of $100 to be returned as the delivery company put at least one of the holes in the mattress while delivering it. This was paid in cash so I want it returned in cash. If that isn’t possible then directly deposited back to the account in which the other payments were made from.
Compensation for the lost wages and aggravation caused by at least a dozen phone calls, the visit to American Freight of Carnegie to select the upgrade, and waiting for a delivery that never happened in the amount of $131.73 paid either in cash or directly deposited back to the account in which the other payments were made from.
This totals $500 paid in either cash or directly deposited back to the account in which the payments were made from in order to insure payment.
I have spent over a month and a half trying to work with American Freight of Carnegie to resolve this quietly and in a timely manner; but, yet, nothing has actually happened in correcting the situation. If this cannot be resolved in a very timely manner, then I will pursue legal action including but not limited to arbitration or a civil court hearing. Please also note that, when I filed my complaint, I said I would be willing to go to the media with this and I meant it.
Customer called our store saying his mattress was delivered damaged. We told him we will be happy to replace it but it was on backorder by the manufacturer and explained when it came in we would be happy to replace it. The manufacturer finally shipped inventory a month and half later which we apologized for! For the inconvenience we upgraded this customer free of charge to another design of mattress and gave him free delivery which he thanked the delivery for taking care of him.....also on top of this ustomer got to keep his old mattress. (Our assistant manager personally delivered this mattress to him to make sure he was taken care of)
We apologize for any and all miss communications but American Freight feels this customer has been compensated for the inconvenience and that this compensation is fair, there will be no more compensation given. Please take note that All our Sales are Final which states on all our customer receipts.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me. Although their explanation for what took so long is not what we were told happened, they did finally deliver the upgrade and yes we did get to keep the damaged one but I was told I only get to keep the old one because their delivery people did not want to come get it. I do not need anymore compensation at this point. I do want to say that regardless of what happened and why it took so long to get it delivered, American Freight should have communicated better with us throughout the process. Furthermore, they need to communicate better with each other as I was told that the reason the mattress took so long to be delivered was because of "High Turnover" which means my mattress came in and was sold to someone else NOT that the manufacture had taken a month and a half to ship it to them. All calls with them were recorded, which they knew, so I know what they told my fiancée and I.
In the future, the people working there need to communicate better about what is coming in the shipments to avoid selling a mattress to someone when that mattress is for someone else if turnover is why it took so long. If it was because the manufacture took long, then they should have told me that not told me that it was turnover. So, even though they resolved the issue finally, I will not do be doing any further business with American Freight.
On December 28th, 2017 we purchased a king size mattress set, a couch, and a loveseat from American Freight in Carnegie, PA. Upon delivery of the order on December 28th, 2017, we noticed two large holes in the king size mattress. Mrs. immediately called the store and spoke to Chris, the person who sold us the mattress, and informed him of the issue. He told us that they didn't have one in stock but would order one and it would be delivered within the next month. Mrs. called once a week for three weeks asking Chris as to the whereabouts of the mattress. Each time she was told that the mattress had not yet been delivered to them and that they would call when it was delivered.
A month later, on January 29th, 2018 Mrs. called again and spoke to Chris. He told her that due to "a little bit of turnover" the mattress that had come in for us was no longer available. We were told that they would contact the other store and see if they had one and would call us back shortly after; this phone call never came. Also Mrs. ask on the 29th about receiving compensation for the inconvenience since, although the mattress is useable, it is uncomfortable as the stuffing is falling out. She was told that they would contact their higher cooperate office people and ask about giving us a credit and he said he would call us back about that as well.
We still have the mattress with the holes in it and have not heard anything about being compensated for the 1.5 months and counting of inconvenience and the return of the $100 delivery fee as we know one of the two holes was created during the delivery.
We apologize for any miss communications! Customer came in today and we upgraded them to the Icelandic King, customer has been reselected
After picking out the upgraded mattress the salesperson told my fiancee and I that, although there wasn’t one available at the Carnegie store, their other location had one. I was told that the salesperson at the other store would bring the mattress up to Carnegie or, if that wasn’t going to happen, the salesperson I spoke to at the Carnegie store would personally go pick it up and bring it to the Carnegie location. We were then told that they were coming out to Canonsburg between 1pm and 2pm on 2/16/2018 to fix dressers for another customer (***, the customer referred to in the response they first sent to my complaint) and that they would deliver our upgraded mattress while they were out here.
Despite being promise that the upgraded mattress would be delivered between 1pm and 2pm on 2/16/2018, it was not. Furthermore, I received no phone calls to inform me that they would be unable to deliver the mattress today, to set up another delivery arrangement, and apologize for not being able to deliver on their promises yet again. Although the lack of communication and incapability to do as they promise from American Freight of Carnegie has come to be expected, it is getting very old and extremely frustrating.
I can no longer trust that American Freight of Carnegie will ever deliver this mattress as I have been promised 3 times in less than 2 weeks that it would be. At this point, I no longer want the mattress or the couch and loveseat for that matter. Why? Because a product is only as good as the company and American Freight of Carnegie has not been pleasant to work with in getting this resolved. Their promises are like swiss cheese (and the mattress for that matter); full of holes.
That being said, I now want the following:
ALL of the furniture that we purchased from American Freight of Carnegie to be picked up.
The down payment of $214.45 to be returned either in cash or directly deposited back to the account in which it was made from.
The financing payment totaling $53.82 to be returned either in cash or deposited back to the account in which it was made from.
The delivery fee of $100 to be returned as the delivery company put at least one of the holes in the mattress while delivering it. This was paid in cash so I want it returned in cash. If that isn’t possible then directly deposited back to the account in which the other payments were made from.
Compensation for the lost wages and aggravation caused by at least a dozen phone calls, the visit to American Freight of Carnegie to select the upgrade, and waiting for a delivery that never happened in the amount of $131.73 paid either in cash or directly deposited back to the account in which the other payments were made from.
This totals $500 paid in either cash or directly deposited back to the account in which the payments were made from in order to insure payment.
I have spent over a month and a half trying to work with American Freight of Carnegie to resolve this quietly and in a timely manner; but, yet, nothing has actually happened in correcting the situation. If this cannot be resolved in a very timely manner, then I will pursue legal action including but not limited to arbitration or a civil court hearing. Please also note that, when I filed my complaint, I said I would be willing to go to the media with this and I meant it.
Customer called our store saying his mattress was delivered damaged. We told him we will be happy to replace it but it was on backorder by the manufacturer and explained when it came in we would be happy to replace it. The manufacturer finally shipped inventory a month and half later which we apologized for! For the inconvenience we upgraded this customer free of charge to another design of mattress and gave him free delivery which he thanked the delivery for taking care of him.....also on top of this ustomer got to keep his old mattress. (Our assistant manager personally delivered this mattress to him to make sure he was taken care of)
We apologize for any and all miss communications but American Freight feels this customer has been compensated for the inconvenience and that this compensation is fair, there will be no more compensation given. Please take note that All our Sales are Final which states on all our customer receipts.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me. Although their explanation for what took so long is not what we were told happened, they did finally deliver the upgrade and yes we did get to keep the damaged one but I was told I only get to keep the old one because their delivery people did not want to come get it. I do not need anymore compensation at this point. I do want to say that regardless of what happened and why it took so long to get it delivered, American Freight should have communicated better with us throughout the process. Furthermore, they need to communicate better with each other as I was told that the reason the mattress took so long to be delivered was because of "High Turnover" which means my mattress came in and was sold to someone else NOT that the manufacture had taken a month and a half to ship it to them. All calls with them were recorded, which they knew, so I know what they told my fiancée and I.
In the future, the people working there need to communicate better about what is coming in the shipments to avoid selling a mattress to someone when that mattress is for someone else if turnover is why it took so long. If it was because the manufacture took long, then they should have told me that not told me that it was turnover. So, even though they resolved the issue finally, I will not do be doing any further business with American Freight.
Worst customer service ever. I bought a mattress from American Freight on January 7, 2018. I was to have it delivered later that day. When the delivery drivers delivered the mattress it was the incorrect one. I called back into the store immediately only to be told the drivers must have grabbed the wrong mattress from the warehouse, and they would call me right back once they spoke with the drivers. I waited 2 hours for a call back, and did not receive one. I had to call back as the store was closing soon, and I( had not received a call. I called back and the gentleman seem annoyed I called back and told me I needed to be patient. He then proceeded to tell me that he in fact was wrong, and they didn't even have the mattress I purchased in store and would have to get one from a neighboring store. He said it would be here in the next few days and they would call when it was being delivered. I wasn't happy at this point, but little did I know this was only the beginning. I waited an entire week from the purchase date to call again to see what was going on with the mattress I still had not received. I was told that they hadn't heard back from the neighboring store, and should hear back in a few days. Again I wait a week, and get the same response of "Please be patient we are trying to figure something out." A month later I called in again, and finally she said they were getting the correct mattress in, and it would be delivered the following day. Fast forward three days to today where I had to call in again because they still hadn't delivered my mattress. Finally they said it was on the truck and was getting delivered today. The movers got here took the old mattress out and delivered the "correct one". It was not the correct mattress. Once again they delivered the incorrect mattress! I could not believe it! I called in and had to read ever single tag on the mattress just to prove I got the incorrect mattress again. I was then told to just send pictures of the tags to their email to prove it was the incorrect mattress. I am so fed up with their customer service at this point. I have been paying for a mattress for a month now that I do not have. They also never once reached out to me. The only contact that has been had was forced by myself. I will never purchase anything from this company again.
Our apologies for this experience. We contact our Delivery out. Please contact our Customer Relations Dept at 740 363 8111 ext. 114 if you wish to discuss further.
Ive been shopping around for furniture in Rockford this being my first purchase for all new furniture for myself so Ive been to quite a few stores and back and forth a few times but I ended up at American Freight in Loves Park where I was greeted as soon as I walked in and was asked my needs but I was just doing homework for my new furniture and I really just wanted to check prices which were definitely in my budget I felt no pressure to buy like I did at a few other places ive been to I actually found my new couch set kitchen table and new queen size mattress I really enjoyed my experience there all the employees seemed really fun and had a good time with me im just glad they were patient with me this was a big first time purchase for me I definitely recommend them thank you guys
Thank you for your kind review. Reviews such as yours help us with our Customer Relations in our stores.
All our customers opinions matter! Thank you for sharing your experience and kindness that went with it!
Ive been shopping around for furniture in Rockford this being my first purchase for all new furniture for myself so Ive been to quite a few stores and back and forth a few times but I ended up at American Freight in Loves Park where I was greeted as soon as I walked in and was asked my needs but I was just doing homework for my new furniture and I really just wanted to check prices which were definitely in my budget I felt no pressure to buy like I did at a few other places ive been to I actually found my new couch set kitchen table and new queen size mattress I really enjoyed my experience there all the employees seemed really fun and had a good time with me im just glad they were patient with me this was a big first time purchase for me I definitely recommend them thank you guys
Thank you for your kind review. Reviews such as yours help us with our Customer Relations in our stores.
All our customers opinions matter! Thank you for sharing your experience and kindness that went with it!
Worst customer service ever. I bought a mattress from American Freight on January 7, 2018. I was to have it delivered later that day. When the delivery drivers delivered the mattress it was the incorrect one. I called back into the store immediately only to be told the drivers must have grabbed the wrong mattress from the warehouse, and they would call me right back once they spoke with the drivers. I waited 2 hours for a call back, and did not receive one. I had to call back as the store was closing soon, and I( had not received a call. I called back and the gentleman seem annoyed I called back and told me I needed to be patient. He then proceeded to tell me that he in fact was wrong, and they didn't even have the mattress I purchased in store and would have to get one from a neighboring store. He said it would be here in the next few days and they would call when it was being delivered. I wasn't happy at this point, but little did I know this was only the beginning. I waited an entire week from the purchase date to call again to see what was going on with the mattress I still had not received. I was told that they hadn't heard back from the neighboring store, and should hear back in a few days. Again I wait a week, and get the same response of "Please be patient we are trying to figure something out." A month later I called in again, and finally she said they were getting the correct mattress in, and it would be delivered the following day. Fast forward three days to today where I had to call in again because they still hadn't delivered my mattress. Finally they said it was on the truck and was getting delivered today. The movers got here took the old mattress out and delivered the "correct one". It was not the correct mattress. Once again they delivered the incorrect mattress! I could not believe it! I called in and had to read ever single tag on the mattress just to prove I got the incorrect mattress again. I was then told to just send pictures of the tags to their email to prove it was the incorrect mattress. I am so fed up with their customer service at this point. I have been paying for a mattress for a month now that I do not have. They also never once reached out to me. The only contact that has been had was forced by myself. I will never purchase anything from this company again.
Our apologies for this experience. We contact our Delivery out. Please contact our Customer Relations Dept at 740 363 8111 ext. 114 if you wish to discuss further.
Hello My Name is ***. I ordered a Dining table and came home and fitted it. The store staff were very sweet and kind enough. There was a missing part on all the 4 chairs. I went to the store and they helped me get a replacement so kind. Now, I am seeing there are some damages and the chairs are not proper can I ask for a return.
Seems, you dont have a return policy.
Please call our Customer Relations at *** for this concern
Hello My Name is ***. I ordered a Dining table and came home and fitted it. The store staff were very sweet and kind enough. There was a missing part on all the 4 chairs. I went to the store and they helped me get a replacement so kind. Now, I am seeing there are some damages and the chairs are not proper can I ask for a return.
Seems, you dont have a return policy.
Please call our Customer Relations at *** for this concern
There isn't nothing American about it! Purchased a lot of furniture from this store the the sales associate Ensure the warranty I have purchased was for any damage and that it was a 10 yr protection plan, which was a lie and was all hear say. It was completely bogus, and have not received any detailed documents stating the policy of guardian value 1 plan. When I first purchased my bedroom set, I purchased a living room set with coffee tables and end tables, they had the coffee table in stock so I brought it home and put it together, it was damaged as soon as I opened the box. Paid the 70$ bogus delivery fee and had called and taken photos of the damaged goods that were purchased. So when scheduled for delivery they were to take back the damaged table and bring a new upon delivery. The store was unorganized with the delivery because the delivery guys had note such statement regarding the message to do so. So I wait again and they finally found the new coffee table and delivered it the same day with the rest of the goods. Upon retrieving the bedroom set, and the living room set, after they left I was excited to put together my furniture and started taking it out of the boxes. Everything but the couches were damaged, I took pictures and called and showed the sales associates at the store what they sold me. They were to set another time to pick up and deliver the new replaced goods. Well, they waited forever to schedule it and turn around and gave me the run around, to the point I had enough. I finally got the number for the warranty place that is not specified on sales receipt of course you can only claim incidents that happened with in 30 days! I've been trying to get this resolved since May 2017!
Please call our Customer Relations at *** for this concern so we may assist you here.
There isn't nothing American about it! Purchased a lot of furniture from this store the the sales associate Ensure the warranty I have purchased was for any damage and that it was a 10 yr protection plan, which was a lie and was all hear say. It was completely bogus, and have not received any detailed documents stating the policy of guardian value 1 plan. When I first purchased my bedroom set, I purchased a living room set with coffee tables and end tables, they had the coffee table in stock so I brought it home and put it together, it was damaged as soon as I opened the box. Paid the 70$ bogus delivery fee and had called and taken photos of the damaged goods that were purchased. So when scheduled for delivery they were to take back the damaged table and bring a new upon delivery. The store was unorganized with the delivery because the delivery guys had note such statement regarding the message to do so. So I wait again and they finally found the new coffee table and delivered it the same day with the rest of the goods. Upon retrieving the bedroom set, and the living room set, after they left I was excited to put together my furniture and started taking it out of the boxes. Everything but the couches were damaged, I took pictures and called and showed the sales associates at the store what they sold me. They were to set another time to pick up and deliver the new replaced goods. Well, they waited forever to schedule it and turn around and gave me the run around, to the point I had enough. I finally got the number for the warranty place that is not specified on sales receipt of course you can only claim incidents that happened with in 30 days! I've been trying to get this resolved since May 2017!
Please call our Customer Relations at *** for this concern so we may assist you here.
I purchased a new bed on the 16th of December I called the store on the 21st of December I told the person my mattress has a sink in the bed manager was not in called later manager told me to email pictures to I did as he asked four different times I emailed again and reminded him that I had sent pictures to him four times he emailed me back that he had not gotten them he asked me to bring my phone to him to get the pictures off of my phone he said he would be back in touch me by Friday I called today because he did not call one of the said manager was busy but could he help I told him I wanted a refund he said once the bed leaves the store there can not be a refund even if the bed was sinking I bought the bed home I have most all of my emails my bed is not in good condition help please
We very much wished to help this customer and explained we would do a claim for a replacement. We explained we needed pictures of the indentation in her mattress for this claim, American Freight never received these pictures. Customer came into the store and our store manager helped her send the pictures to us so we could email the manufacturer for a credit.
American Freight in good faith will not wait for the claims approval we will be replacing her mattress ASAP.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
I purchased a new bed on the 16th of December I called the store on the 21st of December I told the person my mattress has a sink in the bed manager was not in called later manager told me to email pictures to I did as he asked four different times I emailed again and reminded him that I had sent pictures to him four times he emailed me back that he had not gotten them he asked me to bring my phone to him to get the pictures off of my phone he said he would be back in touch me by Friday I called today because he did not call one of the said manager was busy but could he help I told him I wanted a refund he said once the bed leaves the store there can not be a refund even if the bed was sinking I bought the bed home I have most all of my emails my bed is not in good condition help please
We very much wished to help this customer and explained we would do a claim for a replacement. We explained we needed pictures of the indentation in her mattress for this claim, American Freight never received these pictures. Customer came into the store and our store manager helped her send the pictures to us so we could email the manufacturer for a credit.
American Freight in good faith will not wait for the claims approval we will be replacing her mattress ASAP.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
I purchased 3 items from this store, first Item was a sectional in which I purchased in 2016, I also purchased an extended warranty in which I was told needed to be paid in cash, I went ahead and paid. 2017 I started to have issues with the couch and I called in to let them know I paid for the warranty and my warranty was listed under my phone number but there was no sign of my warranty at all. So I had to take that loss. I went back and purchased 2 beds one wooden bunk bed set and another wooden single twin size bed. This was either July or August of 2017 I paid extra for delivery and was told we had a 1 year warranty on all wood. Now the delivery people did not get to my house until 10pm and did not finish until after midnight They seemed to be putting everything together with no problem I came in and examined the furniture with my husband and the wood was missing, the slacks were not screwed in and the bed was wobbling to the touch the ladder was also loose and it could only be used to look at. The twin bed that came in and it was already cracked. The delivery people claimed they called the store and told us that they were trying to get the pieces but they were at my house from Ohio and they do not work for the store. I have called the store where I have made the purchase which is the Midlothian location and spoke with Kayla the store manager the number is and she said she had to contact another store who would come out. They set a date for yesterday so I stayed home from work. No one called no one showed up. I called Kayla back and she has not been able to help. I have contacted Mike the regional Manager at and he has yet to call back you can not leave a message for him because his mailbox is full. I called Phoenix who is The Vice president of the region. I went as far as emailing Steven J. B who is listed as the CEO of this company. I have been calling all day today 01/09/2018 and neither store has answered since 10AM
American Freight went to the customers house to fix what we could. Customers twin bed is good to go only needed to be tighten better, we will be swapping her out with a brand new bunk bed as soon as we get the new bunk beds in. Customer was happy with this resolution.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
We first purchased a sectional from American Freight in 2016. We paid an extra $80 to have it delivered to us. Upon delivery, we noticed that there was a tear at the back of the sectional. We went back to have it exchanged but the one we purchased wasn't in stock. We chose a different sectional that was in stock, and cheaper. We decided to purchase the warranty that comes with it. Manager informed us that it covers all accidents (pets, etc.) We were told that WE had to pay for delivery for the first one to be returned and the new one to be brought to us. We thought it was pretty stupid, but agreed because we desperately needed the couch.
The first time we put in a claim was just replacing a couple of the cushions as the material had been coming apart LESS than a year later. It took two weeks before we decided to call and get an update. They told us that it was approved and we could come in to get the cushions. If we hadn't called, I don't think anyone would have informed us.
The second time was right before Christmas 2017. More of the couch cushions material are coming apart, as well as the cushions that can't come off the sectional. We called and they had us email pictures to the same e-mail as before. Today's date is 01/09/2018. We have called numerous times. The first two times my husband has called, we were told the manager was busy and would call us back. Now, the phone just keeps ringing. I would say this isn't just a warranty issue, but customer service issue as well.
Our store manager has reached out to Mrs. concerning these warranty claim issues on the Mickey Pewter Sofa Chaise. This sofa has been replaced a couple of times since the date of purchase 8/27/16, and also approved were sofa cushions on 8/7/17. American Freight will replace this sectional again. American Freight has spoken to Mr. and he has been in agreement.
Please advise customer....any claims must meet the extended warranty specific guidelines in order to have furniture replaced, please have customer re read their warranty paper work so to be updated on converge. Please also explain to the customer all furniture received must be inspected by the customer, replacement quantity has been exceeded.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
Please have business know that the sectional itself was NEVER replaced, only the cushions were. Please also have business know that we never received paperwork for the extended warranty, we only received leather cleaner and wood cleaner which I have no idea why because the sofa is FABRIC.
I purchased 3 items from this store, first Item was a sectional in which I purchased in 2016, I also purchased an extended warranty in which I was told needed to be paid in cash, I went ahead and paid. 2017 I started to have issues with the couch and I called in to let them know I paid for the warranty and my warranty was listed under my phone number but there was no sign of my warranty at all. So I had to take that loss. I went back and purchased 2 beds one wooden bunk bed set and another wooden single twin size bed. This was either July or August of 2017 I paid extra for delivery and was told we had a 1 year warranty on all wood. Now the delivery people did not get to my house until 10pm and did not finish until after midnight They seemed to be putting everything together with no problem I came in and examined the furniture with my husband and the wood was missing, the slacks were not screwed in and the bed was wobbling to the touch the ladder was also loose and it could only be used to look at. The twin bed that came in and it was already cracked. The delivery people claimed they called the store and told us that they were trying to get the pieces but they were at my house from Ohio and they do not work for the store. I have called the store where I have made the purchase which is the Midlothian location and spoke with Kayla the store manager the number is and she said she had to contact another store who would come out. They set a date for yesterday so I stayed home from work. No one called no one showed up. I called Kayla back and she has not been able to help. I have contacted Mike the regional Manager at and he has yet to call back you can not leave a message for him because his mailbox is full. I called Phoenix who is The Vice president of the region. I went as far as emailing Steven J. B who is listed as the CEO of this company. I have been calling all day today 01/09/2018 and neither store has answered since 10AM
American Freight went to the customers house to fix what we could. Customers twin bed is good to go only needed to be tighten better, we will be swapping her out with a brand new bunk bed as soon as we get the new bunk beds in. Customer was happy with this resolution.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
We first purchased a sectional from American Freight in 2016. We paid an extra $80 to have it delivered to us. Upon delivery, we noticed that there was a tear at the back of the sectional. We went back to have it exchanged but the one we purchased wasn't in stock. We chose a different sectional that was in stock, and cheaper. We decided to purchase the warranty that comes with it. Manager informed us that it covers all accidents (pets, etc.) We were told that WE had to pay for delivery for the first one to be returned and the new one to be brought to us. We thought it was pretty stupid, but agreed because we desperately needed the couch.
The first time we put in a claim was just replacing a couple of the cushions as the material had been coming apart LESS than a year later. It took two weeks before we decided to call and get an update. They told us that it was approved and we could come in to get the cushions. If we hadn't called, I don't think anyone would have informed us.
The second time was right before Christmas 2017. More of the couch cushions material are coming apart, as well as the cushions that can't come off the sectional. We called and they had us email pictures to the same e-mail as before. Today's date is 01/09/2018. We have called numerous times. The first two times my husband has called, we were told the manager was busy and would call us back. Now, the phone just keeps ringing. I would say this isn't just a warranty issue, but customer service issue as well.
Our store manager has reached out to Mrs. concerning these warranty claim issues on the Mickey Pewter Sofa Chaise. This sofa has been replaced a couple of times since the date of purchase 8/27/16, and also approved were sofa cushions on 8/7/17. American Freight will replace this sectional again. American Freight has spoken to Mr. and he has been in agreement.
Please advise customer....any claims must meet the extended warranty specific guidelines in order to have furniture replaced, please have customer re read their warranty paper work so to be updated on converge. Please also explain to the customer all furniture received must be inspected by the customer, replacement quantity has been exceeded.
I reviewed the response made by the business in reference to complaint ID, and find the resolution is satisfactory to me.
Please have business know that the sectional itself was NEVER replaced, only the cushions were. Please also have business know that we never received paperwork for the extended warranty, we only received leather cleaner and wood cleaner which I have no idea why because the sofa is FABRIC.
My husband and I purchased a home in May, closing wasn't until August due to paperwork issues so we went hunting for new furniture as the home we had been renting was found with Black Mold (they cleaned it up right away but why risk it?). We Found American Freight Furniture by accident and thought why not check them out? We ordered 2 living room sets, coffee and end tables and a night stand. We elected to use the layaway option since we would not need the furniture delivered until August anyway. We were told upfront it could take up to 30 days from pay off to get our furniture so I made sure we paid the order in full before we needed it. Our original Sales person was great zero complaints with him. We get our updated closing date on our house and I call to arrange delivery..still good. Delivery day comes no furniture. I call and they tell me I am on the list and they will call as soon as the furniture is loaded on the truck. Business is closed still no delivery and no phone call. I call again the following day and was told there was an oops in the system and my delivery day was accidentally set for the following day so it will 100% be delivered that day. Delivery was not until almost 5pm, "delivery company" was a guy in a pick up truck with a *** trailer. He brought in the living room furniture no problem, delivered the night stand as well. Box the coffee and end tables in were damaged so my husband made him open them and sure enough one of the tables was broken so we refused it, 2nd set for our basement would not fit through the one door the delivery person wanted to use, instead of trying the other entrance which I am 100% sure it would have fit through he took it back to the store. I called the store the next day to arrange for the broken tables to be replaced (which they did, took almost a month but I got them) and to select a different furniture set for the downstairs since the sectional we ordered "wouldn't fit" I did not want a different set wanted the original set and brought a measuring tape, however they the replacement set they offered my husband really liked so I let it go and we accepted it. We did NOT want delivery since I refuse to pay another $100 to have furniture delivered when if he had done it correct the first time he would not have had to take back to the store. Took approx 2 weeks for replacement set to come into the store, took me a while to get a truck to pick it up, it is right where we wanted it and fine so far. This was August 6,2017 the original living room furniture was delivered. Today is 1/3/18 and it is falling apart already. Cushions have gone completely flat and I am pretty sure 1 if not both frames have literally snapped. I sent pictures as requested and have more to send. My issue is I do not want a replacement set of the same furniture as the same issue will continue to happen. I am even ok with not being able to get a refund, I would simply like the option to choose another set and get it delivered to me at no charge. Seems very difficult to work with this company. I had intended to purchase several other pieces from them in the future but have opted to go a different route based on my current experience.
This customer is welcome to reselect to another item she chooses. Our store has asked for pictures from this customer of this defectiveness so American Freight can do a claim for a replacement. American Freight offers these options and we apologize for this inconvenience and hope this customer finds our options satisfactory.
My husband and I purchased a home in May, closing wasn't until August due to paperwork issues so we went hunting for new furniture as the home we had been renting was found with Black Mold (they cleaned it up right away but why risk it?). We Found American Freight Furniture by accident and thought why not check them out? We ordered 2 living room sets, coffee and end tables and a night stand. We elected to use the layaway option since we would not need the furniture delivered until August anyway. We were told upfront it could take up to 30 days from pay off to get our furniture so I made sure we paid the order in full before we needed it. Our original Sales person was great zero complaints with him. We get our updated closing date on our house and I call to arrange delivery..still good. Delivery day comes no furniture. I call and they tell me I am on the list and they will call as soon as the furniture is loaded on the truck. Business is closed still no delivery and no phone call. I call again the following day and was told there was an oops in the system and my delivery day was accidentally set for the following day so it will 100% be delivered that day. Delivery was not until almost 5pm, "delivery company" was a guy in a pick up truck with a *** trailer. He brought in the living room furniture no problem, delivered the night stand as well. Box the coffee and end tables in were damaged so my husband made him open them and sure enough one of the tables was broken so we refused it, 2nd set for our basement would not fit through the one door the delivery person wanted to use, instead of trying the other entrance which I am 100% sure it would have fit through he took it back to the store. I called the store the next day to arrange for the broken tables to be replaced (which they did, took almost a month but I got them) and to select a different furniture set for the downstairs since the sectional we ordered "wouldn't fit" I did not want a different set wanted the original set and brought a measuring tape, however they the replacement set they offered my husband really liked so I let it go and we accepted it. We did NOT want delivery since I refuse to pay another $100 to have furniture delivered when if he had done it correct the first time he would not have had to take back to the store. Took approx 2 weeks for replacement set to come into the store, took me a while to get a truck to pick it up, it is right where we wanted it and fine so far. This was August 6,2017 the original living room furniture was delivered. Today is 1/3/18 and it is falling apart already. Cushions have gone completely flat and I am pretty sure 1 if not both frames have literally snapped. I sent pictures as requested and have more to send. My issue is I do not want a replacement set of the same furniture as the same issue will continue to happen. I am even ok with not being able to get a refund, I would simply like the option to choose another set and get it delivered to me at no charge. Seems very difficult to work with this company. I had intended to purchase several other pieces from them in the future but have opted to go a different route based on my current experience.
This customer is welcome to reselect to another item she chooses. Our store has asked for pictures from this customer of this defectiveness so American Freight can do a claim for a replacement. American Freight offers these options and we apologize for this inconvenience and hope this customer finds our options satisfactory.