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.
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.
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.
LACROSSE, WISCONSIN -- On April 1st 2016, I wanted to surprise my wife and have the new box spring and mattress all set up before she went to bed. This was a surprise for our 13th anniversary. I live about 45 miles away and something told me to call first, good thing I called they sold the items that I paid for and would take 3 or more weeks to get the same one in or could find another one similar or take a cheaper brand for the same price. Hell no. Called headquarters and got the runaround besides answering machines. I got no reply back. Called the BBB plan on filing a complaint. WARNING TO ALL PEOPLE, DON'T SHOP AT AMERICAN FREIGHT. SCAM ARTIST.
BOARDMAN, OHIO -- I went in the store. Wanting to purchase and have Daughters Bedroom set delivered, that day. They advertise no layaway fee as well as free delivery. Picked 1 out. They stated, "We have it in stock." Get to counter to pay for it all. Discover they don't have all the pieces. Assured me they can get in a week. Put on layaway. Called in a week. Still don't have pieces. Came in for a refund. Found 1 @ Ashleys. They told me, I had to wait 14 days & a check would be mailed to store, then me.
2 Months go by after calling the store a numerous amount of times. To no avail. I called the corporate office. The woman I spoke to never received an email about it. However, I was not accepting no for an answer. She asked me to hold on, contacted Boardman store and told them to let me come in for a cash refund. That's exactly what happened. After 2 months of playing phone tag with these unprofessional idiots. I was rewarded. I WILL NEVER SHOP THERE AGAIN.
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.
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.
MYRTLE BEACH, SOUTH CAROLINA -- Ugh! This is this only way describe this place, totally false advertising and the web site is a complete lie... Sale said, "I can buy a king memory foam mattress for $333." Well, that is not true at all! This bed only sells for $1000 when I went buy it. All the furniture is made so cheaply and not worth the price!! Please don't waste your time. I'm a bargain hunter too but... Just beware!!!