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.
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.
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 -- I'm shocked to see all of these negative reviews! I have been to American Freight a couple of times with friends and family and they always received a helpful associate to guide them around. I recently bought a house and needed a mattress for a guest bedroom. I went there and a gentleman immediately came to help me. I picked out a mattress set and he told me they were actually out of stock but he would give me an upgraded one for the price of the cheaper one I wanted. Then I went home and it was delivered two hours later!!!! I was shocked. This was such an awesome experience for me personally. I will admit their products are not top of the line, but they are worthwhile.
PENN HILLS, PENNSYLVANIA -- We went the store, picked out a sofa and purchased it in full yesterday. We decided to rent a U-Haul and pick up the sofa the next day to save $30 from the delivery cost. The day we purchased the sofa we asked if it was possible to purchase the floor model for a small discount. The salesperson said they can't sell it until the inventory in the back was sold and that they have one wrapped in plastic brand new for us. Today when we get there to pick up the sofa they told us the computer inventory was wrong and they sold the floor model after we left. The manager, **, also said that the sofa was discontinued.
He then told us that he would refund the money for the sofa and there's nothing to be done about the $50 for renting the U-Haul. There was not sympathy or effort to rectify the situation. In my experiences, when someone purchases something in full, the store has the responsibility to mark it as sold. It's pretty much a contract. This situation was unfair and I hope that it doesn't happen to anyone else. I will continue to inform people about how we were treated at this Penn Hills American Freight by ** the manager and his sales team.
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!!!
BURNSVILLE, MINNESOTA -- I had put a bedroom set on lay-away prior to reading the reviews. And as stated in other reviews you cannot get your lay-away back. Once I read the reviews I was a little cautious, but mostly "stuck" with American Freight. I did mention to the manager that I was aware of the reviews and that I would be willing to write a review if they made it good for me. They delivered.
I was incredibly surprised with the customer service. I dealt mostly with a gentleman named ** at the Burnsville, MN location. He was as helpful as he was friendly (and easy on the eyes). The day after I completed my purchase my items were delivered at the time given. All the pieces were there and everything was just as I expected. I am very happy with my bedroom set and would definitely do business with American Freight in the future! Thank you!
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!