MARIETTA, GEORGIA -- I have had the worst experience as I've ever had in life. I purchased last Sunday. The staff seemed more concerned with making the sale than my delivery inquiry. I asked could they deliver the following Sunday (yesterday 02/25) they said yes. I asked for early time they just said, "Yea yea." Not comfortable with how I was being treated I called on Tuesday 2/20 to verify. They put me on hold never came back to the phone. I called back and as usual, "Yea yea we'll be there."
At this point I was certain of the unprofessionalism and just wanting to get me off the phone so I verified on Thursday the time because I would have to leave Florida very early to be there in time for the delivery. They again assured me there would be no issues. I called Saturday. They (Greg) again assured me 10-1 delivery. Come Sunday the 25th day of the delivery. I called after 12. Matt told me, "Yea yea the delivery driver will call you in a bit." Come 2 pm the never heard from anyone.
I called and spoke to Luke. Informed him of the importance of the delivery being done. He again lied and said the driver will be at my home in 30-45 minutes! 4 pm the driver never showed or called. Now at this point I'm upset. Called Luke back after much back and forth he FINALLY agreed to delivery fee being waived (he protested despite the fact I called for a week to verify only to be lied to continuously). He then waived the fee with the caveat that the delivery be between 7-9pm!!!
This is by far the worst customer service I've ever received. My wife was so upset we went to Ashley Furniture to buy the rest of the items for the home. Spent 3x as much but ok with it since they will deliver when they say they will and treat a customer with some form of respect. The worst part of my experience came after I called numerous times with numerous lies was when without warning they transferred me to Joe the delivery driver. Who didn't hang up the phone nor mute me to tell me the next set of lies then says "This Damn motherfucking customer up in Woodstock is getting on my damn nerves!"
Despite that was the only time I had ever spoken to him and didn't speak to him rudely. The staff will just place you on hold and not say anything at all. My wife was interested in 2 more pieces at the store a table and chair but I'm certain that too will be going to Ashley or any store for that matter with some form of professionalism and sense of care about customer service.
Luke made it seem like I was the bad guy and getting on his nerves with his huffing and puffing. And yes I will be posting this in other sites because apparently this was an ongoing issue within American Freight. I only wish I had read the reviews prior the purchase. This was pathetic and not one apology from the staff!!!
ROSEVILLE, MINNESOTA -- I have had the worst experience of my life with American Freight in Roseville. Not only was my furniture two weeks late the delivery company PLIEGO broke my screen door. The management department Joel, Jason ** & Jeremiah are very rude argumentative and unsympathetic. Not only did they refuse to fix my door but they are now lying to the BBB saying that I refuse to let the delivery company remove the furniture - which by the way they claim to have no contract with and just subcontract.
I have been given nothing but false promises and a headache from this company who is pretty much trying to scam me into keeping the furniture I absolutely do not want. I came to this company looking for furniture. The only thing I found was an everlasting headache and a legal process! This is not how you treat people. I will not stand for this. I want my money back and this furniture removed from my house if I have to take it back myself!!!
MYRTLE BEACH, SOUTH CAROLINA -- My husband went in looking for a reclining loveseat and found one that he really liked and spoke to the salesman about lay-a-away because we needed to wait a couple weeks before we would have the full amount. He was told no problem and the salesman explained the layaway process. I went with my husband a couple days later to put it on layaway and was told because it was the last one they had and they would not be getting any more of that style that we could put it on layaway but they would not hold the item, if someone came in and wanted to buy it they would sell it to them.
We would not get a refund of the money we pay but would have to choose something else. This is not a layaway, this is a scam. We then asked to see the manager because typically putting something on layaway means the item is sold but he was extremely rude and told us that we were wrong and basically they could do whatever they wanted until we paid for the item in full. He said if we could more than half the money down (the loveseat was $699) he would 'consider' holding it for us.
MELBOURNE, FLORIDA -- Where do I even start... I purchased 1200 dollars worth of furniture love seat, couch and recliner. Upon being delivered, there was a hole in couch so it had to be redelivered the very next day. A month later the recliner stopped reclining so I wait 8 weeks for a new one. Then about 8 months after buying it the stitching in couch start coming apart. So I wait again about 8 weeks. I get a new one delivered that was broken and let the delivery guys know that it didn't recline very well and they stated it's cause it's new and give it time. Then about 2 months after that the love seat stable or bar in the back of the couch is poking out and it cut me and the stitching coming out of the recliner.
I contact the store only to be declined cause my 1 yr warranty is expired. You would think they would still honor it because it had just expired. I purchased a lot from them and as you see I had a ton of issues. The store no longer carries this set. I wonder why. I will contact the BBB on this. I emailed corporate but never heard back. This company sells cheap furniture and doesn't want to make it right with a customer.
WACO, TEXAS -- I ordered over $2K worth of furniture and was told I could have it delivered the next day and the delivery person would call me. I never received a call. I went back to the store and demanded a refund. They promised my delivery and $100 back. They said my stuff would be delivered at 11. I didn't get it until 12:30. I called the regional office and complained. When my furniture was delivered they said it would cost an additional $50 to assemble. I told them take it all back. The delivery people felt bad and offered to assemble for free.
While they assembled it the sales person called and yelled at me about assembly is not in the contract and they would fire the delivery people. I told him had I known I would be responsible for putting everything together I would had bought it somewhere else. I will never buy from them again!
ANTIOCH, TENNESSEE -- We bought a bed here and we're told that all parts were in stock when we paid for it. Then found out parts were missing. They wouldn't give a refund, only store credit. Had to wait 4 weeks for the rest of the bed to show up. Then found out part of it was broken. Took another eight weeks and two visits to the store to resolve it. We had to take the broken part back. Their customer service is horrible. Their product quality is very suspect. I would not recommend doing business with this company.
ST LOUIS, MISSOURI -- The price is competitive but the quality of products is horrible. We bought an expensive sectional where we asked to replace after two months because the zipper was defective. The item was not available so we had to wait for another 2 months. We had a sofa and love seat that were delivered to us with scratches and visible pins just looks like used furniture. They swapped the things but came again with defects. Their delivery will not even get one star. They wanted me to sign before I even looked at it. Be careful!
LEXINGTON, KENTUCKY -- I bought a couch and chair from American Freight back in March. I also purchased the extended warranty. Two of my couch cushions have holes in them and they are only 3 months old. I called the store and they told me to submit an e-mail with pictures. I submitted it on June 6th. I still have not heard back from this company. I have called them 3 different times and they say they will call me back, and they don't.
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.