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.
INDIANAPOLIS, INDIANA -- First off this company has a lot of issues. I called them and asked how much delivery charges are and they wouldn't tell me. They said "It's reasonable. Come in, we will treat you right". Also asked if they still had the living room package deal, he said "yes and we have several to choose from." So I go there, couldn't find the place, so I called them and the lady that answered didn't even know where she was. So I find the place and asked about the package deal they had advertised, the sales guy said they only had 1 to choose from and it did not look nowhere near the advertisement. It did state on website that items shown may not be included in group package.
OK so you assume maybe a different color couch, table or lamp, but this couch was so small not even close to what was shown, very misleading. Came home empty handed. Later in the day I decided that I'd go ahead and get the package so I called back and asked if I came in today to pay for it will I get it that day? The lady said "YES but you need to get in here ASAP" if I wanted it today, cause their delivery is starting to fill up for the day. So I go back, I was also wanting a mattress, so I asked the sales guy where they were and he showed me. I wanted to laugh, the mattress was only maybe 1 inch thick, more like a padding, way far from a mattress.
So I said "never mind I'll just take the package deal", then he said it would take 6 days to arrive to their warehouse after being told I'd get it today. Glad I didn't give them a dime after reading complaints all over the web about them. I wasted 2 hours of driving and my time cause of this. Most of their items are out of stock. I think their whole warehouse here in Indy is just models. They try to get you in there and then scam you. Top it all off their sales people are very rude.
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.
COLUMBUS, OHIO -- This is by far the worst store I have ever been to. They do not have same day delivery..... You're lucky to get your item delivered at all. It took them 2 days and 20 calls to get mine delivered and then they ripped it during delivery. Then after a dozen calls and 2 delivery days I still have yet to get it. I asked for a refund but they said once an item is in your home they can't give a refund. I called corporate and the lady is very short and just wants to get you off the phone. No help there either. If my sectional is not delivered by tomorrow as they said then I will be calling my lawyer because I am sick of the run around. They need to be shut down.
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.
ROSEVILLE, MINNESOTA -- You really do get what you pay for. And unfortunately with prices being "cheap" so is the quality of the product (and the service isn't much better). The day of delivery I thought everything was great until I had to sign for the items and then when the delivery personnel left, we noticed that two of the three pieces of the living room set were torn. So, I called and explained the situation, they said they have the same pieces in stock and will be out yet that same day to do the exchange.. Great! Well, waited, waited, waited and then 5 minutes before the store closes I get a call saying that all of the same pieces in stock are torn and they won't be delivering new ones to me that day.
Then, the manager instead offers me $50 to keep both pieces as is (after having paid over a combined $700). Umm.. no. Then she says, "well how about $100 to keep both." UMM.. NO. I want my brand new furniture replaced so it's not torn, I don't think that that's too much to ask. So I inquired about when a new shipment would come in and she said POSSIBLY in 5 weeks!! Well, let's just say when they come to pick up the torn ones today, the whole set is going back and I'm going to look somewhere else because the hassle just isn't worth it and who knows if the "new" ones I'd get would be in the same condition.
Funny that this comes only a day after my parents had a new mattress set delivered from the same company and it was wrong so they also had to call to attempt to get it straightened out. Moral of the story, go some place else as this place will only give you problems.
MARIETTA, GEORGIA -- I visited the American Freight store in early October 2011. I needed to purchase a new mattress set asap. I tried several mattresses in the store. I explained to the district manager who was assisting me what I was looking for: comfort and quietness. I definitely needed something that was going to allow me to get a restful, pain free night of sleep. I explained I had previously had a bed that made me feel terribly sore every morning. I picked out a nice pillow top set that was delivered the same evening. I also purchased a queen king size frame.
The horror began the moment the delivery was made, the frame wasn't delivered, I was asked if I could pick it up that evening or the next day, I stated I would not that's what I paid $60 to have my order delivered. The driver brought back a used queen sized frame wrapped in plastic. I called the store the next day to complain about my mattress not being the same as the one I tried out in the store and was told by the district manager that she would make a personal trip to my home to check out the set. I also expressed in the store that I did not want a set that would make that awful crunching sound every time I got in my bed, and that's what I got.
I had to take the frame back to the store, the manager on duty pretended to express concern and assured me I would get a call from the district manager, that call never came. Ever since I've been sleeping on this mattress my body has been extremely sore, I wake up in so much pain, which has caused me to have to see my doctor, and have x-rays done. I now have to spend more money on a new set. American Freight should be ashamed of the products they sell. In this economy consumers are looking for the best quality products for their money, and this store is not in our best interest.
I guess customer loyalty means nothing to these kind of stores, who produce junk. I will NEVER buy from American Freight again. I will let as many people as possible know about my experience in hopes they will spend the money on quality furniture from a reputable company who can stand by their guarantee of quality products.
WASHINGTON, ILLINOIS -- First the wrong mattress was ordered, the sales associate didn't even ask me which I wanted, then she couldn't explain to me why if I didn't buy their $80 dollar stain protector for the mattress, that it would void the 10 year warranty. I had to explain it to her! After it was figured out. AVOID. After reading how poorly their couches are made, it made sense, if it looks too good to be true, then it probably is. Also explains that there wasn't a soul in sight other than us in the entire store or parking lot. LOL. Pay the extra couple $100 dollars and get something that will last, and deal with people that know what they are selling.
MOBILE, ALABAMA -- Put a couch on lay-a-way, when we went to pick it up they had sold the couch, and could not get another one. They did not have anything else I like, so I asked for a refund. They said they do not give refunds I would have to pick out something else. I called the main office, they were rude and told me I should have read the fine print, they don't have to hold your lay-a-way, and they don't give refunds. Every time someone talks about American Freight, I tell them to run as fast as you can. Rip offs!!!
INDIANAPOLIS, INDIANA -- We went there Tuesday night to order a couch, we found the one we wanted, and ordered it. They said they would have it delivered the next day. So my husband didn't leave the house all day because they said that they would call when they're on their way so there wouldn't be much notice, and they called him to let him know that the couch that we had already paid for wasn't in stock. They informed us that we had to call them the next day to talk to the manager who would tell us when our couch would be in stock.
So the next day I called. The manager couldn't even tell me when the couch would be in stock, so I said we would just go somewhere else and asked them to cancel the order, and he said we had to drive back in to cancel our order since they didn't have our card stored. This was terrible. I would never recommend them ever and I recommend a lot of people.