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.
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.
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.
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!!!
MORAINE, OHIO -- My husband, my children and I went to AF on 2/13/15. We were there to purchase a mattress. The salesman said that the mattresses had to be sold as a set with the box spring. My husband and I asked him why the ad said per piece. He said well that's advertising. He then went on to say in the ad it states all sets sold together. My husband and I decided to leave because the salesman was more focused on proving us wrong than selling us something. He was already being a little rude. As we were leaving he came running up to us saying "look, look it says it right here."
My husband and I explained to the man we did not see that, also it does still say per piece!!! And the way the ad looks it looks like sets sold together are for beauty rest mattresses only. Either way we walked out of the store because of the man's demeanor. He chased us out yelling how am I rude... "do you want to talk to my manager? He will tell you the same thing..." Moral of the story, I went over to Kings Furniture and ended up buying a mattress, boxspring bed frame headboard, and 2 dressers and 2 nightstands... in cash!!!
MADISON, WISCONSIN -- I purchased a sofa and loveseat set and after a year the sofa broke. I also purchased the 10 year fabric warranty on both pieces. I called to see what they could do, was told I had a five year warranty and just send in pictures of the couch. I waited, sent emails and never heard back. Called them and told them my claim was denied. So I have a broken couch with a ten year stain warranty that is junk. Another manager tells me I don't have a 5 year warranty, only a one year but I could possibly have a 5 year on the frame. So send in more pictures of the frame, again the claim is denied. You get what you pay for, it's cheap furniture that doesn't last! Their customer service is horrible!
MADISON, WISCONSIN -- Do not buy from American Freight stores. Do not buy Simmons here!!! Nothing but trouble since we got our couch. First, the arm fell apart within 3 months, totally collapsed!!! Called store and they told us we had to remove the dust cover and take photos and send them to the store. Called within 6 months, same ridiculous request! Called and talked to store manager and she was very immature, giggled about everything!!! Not business-minded at all. Then called regional manager and after 2 weeks of talking with him when he said he would take care of it and we would get our sofa exchanged, he called and said he could not do anything.
Plus... when we bought the sofa, we were told we had to buy the extra warranty otherwise nothing would be covered!!! Well, we told them that and they did nothing and said that warranty only covered stains! I would give them 0 stars if this allowed!!! Now we are left with a broken couch that cost $600, warranty and all and on top of that we have had it just over a year now and the upholstery is starting to wear and we cover the couch. Don"t buy Simmons!!! According to American Freight, Simmons is the one who decided not to honor our warranty or replace couch.
American Freight = really bad customer service and they con you into buying worthless warranties. Spend your hard earned money elsewhere!!! You cannot get quality furniture or service at American Freight!!!!
ANTIOCH, TENNESSEE -- I should have paid more attention to all the signs that told me not to buy from this place but I did and that is why I'm now taking the time to write this so please people don't make the same mistake I did. This place has the worse staff you can hire to run a furniture store with decent furniture. And it all comes down to is that after making your purchases and you are sent back to pick it up, they switch the stuff you purchased for damage ones or used ones and you will not realize this until you get it home. But then you will have no choice because everything they sell is sold as is which is basically a way for them to secure the sale.
And if you tried to make a complaint then you will see how they really are and treat you like crap because they know you have no choice but to keep the stuff you bought, but I'm also sure the employees are doing some sort of scam because they like cash. Every time I mention that I was paying cash their eyes light up and that's I felt a bad impression from them. So I'm sure that is the trick is to sell you something and give you someone else's returned merchandise and pocket the money. My advice is for you to spend your money with a well known furniture company even if you spend a little extra but then you will get what you pay for...