WASHINGTON, ILLINOIS -- This doesn't even deserve one star. And I have been more than understanding because I REALLY wanted to like this place since I fell in love with the 5-piece bedroom set that I purchased and have not received. However after this nightmare the past week and a half I can say with complete sincerity that I will NEVER purchase from these crooks again, and never recommend to anyone.
Monday August 22, 2016: Purchased 5-piece bedroom set from American Freight in Washington IL. Originally told that the chest was not in stock and that I would be getting that later that week Thursday. Everything else would be delivered that night (Monday). After I officially made the purchase, I was then told that the chest would not be delivered either. Later that night I received the bed (headboard, footboard and rails), nightstand, and mirror. Paid the $85 delivery fee upon delivery.
Thursday August 25, 2016: Chest and Dresser were to be delivered today anywhere from noon-8. They were to call me when they were on their way. After altering my work schedule to accommodate the delivery, I called around 2 pm to see if they had an approximate time when I can expect the dresser and chest to be delivered.
It was then that I was informed that the furniture was not going to be delivered that day either because they had not received it. It will have to be delivered Saturday anywhere from noon-6. Please note that I HAD TO CALL to find out that my stuff was not going to be delivered. Very inconsiderate, especially after I had cleared my afternoon and evening.
Saturday August 27th, 2016: Again, cleared my day to accommodate from noon to 6. Did not hear from them all afternoon, so I called a little after 4 pm to ask when I can expect my delivery. They said that they have a few more stops and that they will call when they are on their way. Around 6:30 pm I got a call from Anthony who said that they are loading up my chest. The dresser is NOT going to be delivered because it was damaged.
An hour and a half went by and they still hadn't showed up. Called the store at 8 pm and got no answer (at this point they were closed). Received a phone call at 8:45 pm from the delivery driver who said that they were 25 minutes out. At 9:30 pm they showed up with the chest. NINE THIRTY PM ON A SATURDAY NIGHT when it was supposed to come anywhere from noon-6.
Monday August 29th, 2016: Tried calling the Washington store to ask when my dresser will be delivered. They did not answer the phone even though it was within their normal business hours. Immediately called the corporate number and left a voicemail for Susan who was "on the other line". Never received a phone callback.
Tuesday August 31st, 2016: Called the corporate customer service number again and actually spoke with someone (did not get her name, my fault). She said that she would reach out to the store and find out what the status is for my dresser and that she would call me back. Never heard back from her as of today 8/31/2016. YOU HAVE BEEN WARNED. DO NOT buy from this place unless you want them to take your money and run.
AKRON, OHIO -- Went in and got a couch. It was a set but they did not have the loveseat available. So I bought the couch and paid for it in full. I didn't want them to deliver it because I didn't want to pay the delivery charge. I left it there until I found someone to come and pick it up for me which was about a week. When I went to pick up my sofa they had sold it to someone else. Said that they had a new one in stock but it was on the truck and that they could deliver it by 4 pm. I do not want to pay for delivery charges. That was the reason for me picking it up myself. Very unprofessional.
ORLANDO, FLORIDA -- Bought two bedroom sets warranty on the pillow top mattress, went to a flat top mattress in two months. The warranty turns into a discount after I spent another thousand dollars. That's so awful. They are scammers all day and night.
INDIANAPOLIS, INDIANA -- I would have given a negative star amount, if that was an option! My husband and I had heard about American Freight because of the special they were running for a living room set for only $498. Seems like a great deal, right? Wrong. They never had any in stock anytime I called (6-7 times) over a period of a month.
So, my husband finally decided that we would go in and look at the floor models and see if we could order one to be delivered. We were then told that we could not order any certain set. We would have to just give them our $500+ and wait for a truck to come in on some unknown date, not knowing what color or style of anything was on this truck, and then fight on a first-come, first-serve basis to come in and pick up what we had already paid for! On top of that, we could get stuck with anything from purple, to gold, to puke green. No, no, thank you. When I spend $500 on anything, I need to know for sure what I'm getting.
So, the $498 deal was just a bait and switch scam to get people in the door, which we should have realized. So we started to look around to see if they had anything in stock that we would like for a good deal. We found a nice, small couch and love seat that would fit in our living room perfectly. Also priced very reasonably. So we asked about it. We were then told that they didn't have those in stock either, but for just $100, we could have the "bigger and better" set just behind it. Well, we didn't want "bigger and better", our living room is not large enough.
We wanted the set we had picked out, in the color we had picked out. We said that right up front. He said that they could be ordered and would arrive in 2 weeks at the most. And we said that would be fine. But then, he continued to try to get us to buy the other set for almost 5 minutes after we told him specifically that was not what we wanted.
He was rude and did not consider what we wanted or needed, he obviously just wanted the extra commission. He treated us like crap after we asked him to order the cheaper couches. He reluctantly took us over to the counter and took our money for the couches we had asked for, told us they would be delivered to the store in approximately two weeks, but couldn't give us a date of when that would be. That's fine, we'll figure it out.
Three weeks went by, no phone call, nothing. Not even a follow-up to let us know that they would be late. I called back in myself and was told it would be another week. Called again a week later, was told it would be another TWO WEEKS! It has been two months and we still have not received even one phone call from them, we have called in every time, and every time have been told it will take longer.
Even after my husband called in and asked to speak to a manager, got blown off, then called in again and got the phone unprofessionally set down on the counter (instead of being placed on hold) for several minutes until someone decided to pick it up again.
My husband gave them an earful. They told him that they didn't care if he told all of his friends to never go there! This so called manager told him that it didn't matter what my husband said, they would still have enough business! They then offered us a $200 upgrade to a different set. Again, not the set we ordered. Another one. I don't believe they ever even ordered our couches, nor did they ever intend to. This poor excuse for a business will take your money up front, then string you along until you give up.
NEVER EVER give them any money until you see your couch in front of your eyes. There are no guarantees at American Freight, and they don't give a crap what they tell you, they'll tell you anything just to shut you up. Also, they try to bribe you with a free lamp if you give them a good customer review, so don't believe any good reviews you see! DON'T buy anything here! Spend a little more and go to a reputable business that won't treat you like crap! American Freight cares nothing about their customers, only getting money in the door! Don't make the same mistake we did!
RICHMOND, VIRGINIA -- I went to American Freight due to the ability for them to deliver on the same day and provide furniture at an affordable prices. Needed to purchase a bedroom set for my mother that was coming to visit and stay with us from out of town. When I arrived, the sales people swarmed. I know it's a commissioned job, but heck let us look first. After looking through the sets we came upon one that my wife liked. I approached the sales associate and they said that it was available and had plenty in stock. Great I thought that this was easy.
Next went to the mattress and the wife picked one out, and that too he said that they have plenty and it's in stock. Now off to the fun part. Went to the computer and started entering all the info. Said everything was there and asked me if I wanted the warranties. I thought that this was a smart idea considering and said yes. After all was said and done it came to $1,100.00 and some change. I put $200 in cash down right then and said that I will be back on Monday to pay the remainder. The guy told me that would be fine and we can setup delivery then.
3 days later I went to the store to pay the balance. The sales guy that I was working with is no longer there. Spoke to a very nice lady and she went to the computer to look my order up so I can pay. She stated that it was all put in the system wrong and they do not have these items there. After waiting like 20 minutes, she was plugging things into the computer and stated that they do not have the mattress that I wanted but have one they can replace it with (not the same quality) but it will be the same price. She then went to get the manager, a young guy that thought this was funny.
He stated that he would have all the correct stuff available within 3-4 weeks. (WHAT?) I stated that the reason I came here is because of the same day delivery on the what was sold to me. (I did not yell or lose my temper.) He said hold on and was making some calls. He came back 2 minutes later stating that he can give me another set that they do have in stock by Friday. This was a white set that was just horrible. I stated NO! He started getting on the phone again and I was just standing there for 25 minutes. He was on the phone and talking to associates off to the side laughing about this. Unprofessional to say the least.
1/2 hour later he came to me said that he can get parts from different stores but it would be 1-2 weeks to get it all, but he gets trucks in all the time and there may be something on the new trucks. At this time I stated, "I would like to cancel this order and have my $ back." He started to Tap Dance and stated that he will get me my stuff. I was so irritated at this point, even if he took $ off, I would not purchase it. He stated that since I used Cash, they would have to issue a check from corporate and it will take 14 days. Ok, I stated that this was not an issue. He then stated that they will mail it to the store and he will call me when it gets there.
I asked why the store and not to my house. He stated that this was policy. I walked out and went to a legit furniture store where we got the furniture we wanted on the next day delivery (Delivery was Free). It has now been 4 weeks since this went down and still no call. Called the store as soon as they opened this morning. Spoke to the manager and he put me on hold for 20 minutes while he goes and looks to see if my check is there. Comes to the phone and stated that he does not see it. I asked what's the issue. He said that he will email the office and find the status. Once he gets a response to his email, he will call me.
I am not letting this go, nor am I just going to be OK with this $ not being sent to me. I am going to contact the BBB to file a complaint on this whole process. Already notified friends, family and posted on FB about the horrible company and process. Buyer Beware, If it sounds too good, It probably is BS.
OHIO -- I have never or had my wife ever been treated in such a manner that has been of such non professionalism, rudeness, and disregard. This story starts a few months back when my wife and I received a solicitation call from American Freight offering us to come back and complete our bedroom set, in which we had purchased from them almost a year before, for the same discount price for which we originally purchased. With the hustle and bustle of life it slipped our mind and we forgot. A few months later we decided, hey let's go see if we can still get this deal that was offered to us before from the Morse Rd. location from which we originally purchased.
I knew beforehand that we would probably not get the exact deal but like every other consumer I thought hey what is it going to hurt let's go see what they are willing to do. We had since moved to Delaware and entered the location and after finally being greeted by the sales person from behind the counter we told him what we were looking to do and he mentioned he had just sold the last set they had but would check to see if he had one at another location but if not he would special order one for us.
As he was calling around my wife mentioned to him about the deal we were offered on the phone by the Morse Rd. location and asked if he would be able to match that, he was honest and said "I can not match that but if you play your cards right, we can work something out". After doing some searching he stated no other location had one but he would order for us. When we asked of price he quoted full price which was over $200 more than what we were anticipating paying. We said what about the deal. He said that's the price, there is no deal and even told us that he could probably discount it for us but that he was not going to.
At that point being in sales my whole life I told my wife, "If he does not want to sell us anything we will just leave and call Morse Rd." and we left. Upon calling the Morse Rd. location my wife got in touch with **, who mentioned to us that she believed she had one of the pieces at her location for us that she would hold and that she would special order the second piece for us and she offered us a deal somewhere in between what we got on the initial phone call months ago and what was offered to us at the Delaware location. We told ** that we wished to order the piece ASAP as we knew it was being discontinued and were ready to pay then if need be.
** informed us she wanted to check to make sure she had the piece she told us about at the location and she would call us back within the hour. She did not call us back so we called the location and upon calling ** was not available as she was working with another customer but were told that she would be back with us. We waited until the next day and the same series of events happened the next day and going forward for around two weeks.
At that point we were actually finally able to get ** on the phone and at that point she denied ever speaking to us, offering us the said price that we were told we could get the furniture for, and now as the amount of time had passed we were told that piece is no longer even available on special order any further. When we addressed her saying that she never spoke to us she said she had been on leave for weeks and had not been working when each time we called the location we were told she was busy with another customer...
My wife then attempted to escalate the issue as we felt we were lied to. We were given the number to the district or regional sales manager who also never returned our calls. My wife then tried customer support and ended up with **. ** was very rude and not a very good listener as is evident by her responses to my wife's complaint as she has never addressed our real issue, being lied to and being treated with terrible customer service. My wife will admit that she raised her voice but with ** and ** only after she spoke over my wife, belittled her, and would not allow her to explain the situation.
She insisted on getting her yes or no questions out to be answered and establishing her dominance in the conversation but not really ever addressing the issue at hand. Once it got to this point we had not really had any interest in purchasing the furniture, at least not from American Freight, but just to express our discontent with the lack of professionalism and customer service and now that we are left to scramble to find someone who carries the furniture we are looking for as American Freight is now trying to sell it to us for almost double what we were originally told.
In response to the issue that we will not pay in full. We were fully ready and prepared to pay in full the night that we spoke to ** on the phone but until our situation was escalated to the point of no return we were not even aware that we had to come to the location to pay as we had our credit card ready to purchase that night. I have never been treated with such disrespect, lack of professionalism, and lack of respect in all of my years of being a consumer.
At no point were either of us demanding, demonstrative, radical, screaming, or unapproachable by any means. Both of us having been in a similar position know how to handle ourselves and any level of anything other than that would have been provoked by **. Desired Settlement: Apology.
INDIANAPOLIS, INDIANA -- We ordered a bedroom set priced at over $1000 and made the required monthly payments per our contract. A final payment was made and we were told by the manager that our furniture would be ready for delivery in two weeks or less. According to American Freight's "Terms and Conditions" it states delivery could take as much as four weeks so I wasn't too set on getting it in two weeks or less as previously stated.
We never received a single phone call from American Freight and after one month from the date we paid the furniture off I contacted American Freight and their response was, "Your furniture is on backorder and we do not have a date for when it will be here." Two weeks later I called again (still never received a phone call from the company). They stated, "It may come in on this next truck but we don't really know when our trucks come or what is on them." Again, still nothing and no phone call from the company.
I finally submitted a Better Business Bureau complaint and received this response from the regional manager: "The furniture is on backorder from the manufacture. We do not have a date because they are out of it. The customer can either wait on it to come in, which we don't know a date, come into the store to reselect even if they pick out something better we will work out a price, or get a refund."
I then contacted American Freight again and requested to speak to the manager but was told the manager was assisting a customer. I told the woman on the phone my problem and she said to call back tomorrow when the manager would be there (after she just told me the manager was helping a customer). I called back the following day and the manager was again, helping a customer. I requested the manager call me back in reference to my furniture and I never received a phone call.
I showed up at the store that following Sunday to speak to the manager and he said he never knew I called. I told him my problem and gave him the regional manager's solution from the BBB. His response was, "Everything was on backorder and it would be another 3 weeks before anything comes in." Frustrated, we were about to leave and he said, "Well we do have a couple things coming in tomorrow." We decided on a set that was coming in tomorrow just to be done dealing with the company. Delivery was scheduled the following evening between 5pm and 8pm. At 7:45pm the delivery guys showed up, unloaded our furniture, and left.
We unboxed everything to find a 4" hole in the bottom of the dresser and the mirror frame was cracked on both sides. We would have to pay two additional delivery charges to get another dresser (one to take the broken one back and another to get our replacement). We decided to cut our losses and live with the one with the hole. I was able to fit the mirror in my car and took it back to the company to get a replacement and never received one apology for everything I had to go through. They also couldn't care less about the damaged dresser and made no mention of it after it was brought to their attention.
I suggest anyone looking for a deal to pay a little extra and go with a different company. This company has absolutely no customer service experience and only cares about money coming in the door. Their last concern is making sure the customer is happy. They will not call you if your furniture is on backorder and they will not return your phone call if you leave a message for the manager. They will though act like your best friend when you walk the sales floor to pick out a set of your liking. Please, Google search this company for reviews as this is not the only negative review this company has.
BOARDMAN, OHIO -- My husband and I have been shopping for a rocker/recliner for months now. We avoided going to this store because of a friend but one evening my husband said "Let's go check it out. What could it hurt?" We ended up purchasing a couch, loveseat and rocker/recliner, at a decent price I might add.
The salesman, Ramone, asked if we wanted "Scotchguard" protection, since the furniture is oatmeal in color - we said "Yes." Two hundred dollars more for two kits. I said "You're going to do this, correct?" Ramone said "Yes". I said "Can you please put the delivery charge on the bill?" He replied "Yes". I said, "My husband is disabled, can your delivery men please remove the old couch to the front porch?" Again "Yes".
Tuesday comes, delivery day. Two very nice men come to my front door requesting the ninety-eight dollar delivery fee. I get out my contract, looked it over very carefully, no delivery fee was added. Now we're scrambling around the house trying to find exactly ninety-eight dollars cash. Found it. The two men tell us that they "Do not remove any furniture". We showed them our contract that clearly stated they would remove the couch. He made a phone call, they removed the couch.
The man hands me two small boxes and says "These are your protection kits." I said, "The store was supposed to Scotchguard the furniture." He said "Sorry ma'am, take it up with the store." I opened the boxes. They were leather protector and wood protector. My furniture is all cloth. I call the store, of course the owner/manager is unavailable. I called my local BBB and registered a complaint. I will never deal with this company again but, you can be assured I will be telling all my friends not to go there.
FORT MYERS, FLORIDA -- American Freight sells cheap furniture. They rejected my damage claim when the frame broke on my chaise lounge and said it was only under warranty for one year. That is normal wear they said. Lesson learned American Freight. If only it didn't cost me $2,400.00.