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Scketchy Practices
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BIRMINGHAM, ALABAMA -- 7/21/2023. I hope that this email finds you and your family doing well. My name is Chernell **, and I wanted to contact you as a person in leadership at American Freight to share with you one of the MOST unbelievably disrespectful, degrading, and despicable customer service experiences I have EVER, literally, had in my entire life. I have been fortunate enough to have been all over the world, and have had interactions with people from many cultures, belief systems and behavior patterns, but I have never seen salespeople behave the way two of your salespersons did in Forestdale, AL on 7/16/2023. To be fair, I have seen varying degrees of ugly behavior, rudeness, and condescension.

However, the experience I had with Shontoya and Ben at the Forestdale, AL American Freight store was unlike any experience I have ever had! I will love to share the details with you, they are lengthy, and I will start with a summation. The police were called on me at that store on Sunday the 16th.

As an ** in this country, at this time, to have the police called on me could have cost me my life, literally. I could have been shot and killed because all because the store clerks were dishonest in their explanation of services and deceived me just to make the sale. They omitted pertinent information to aid in me making a well-informed decision about the purchase of items from the store. She took my delivery fee after telling me that is non-refundable and from the documentation that she gave me when I made the purchase, that information is not listed anywhere.

I want to get my delivery fee back because the furniture was never delivered, and the delivery guys never arrived at my home. Lastly, they treated me like I was garbage not deserving of an iota of respect, they laughed and ganged up on me with their vicious words and personal attacks.

There must not be a camera monitoring the store based on the way they behaved, and I realized that rather quickly. I couldn't have imagined them behaving that way if there was one. It appears to me, that their behavior is a common practice and that they have behaved this way regularly. I do have video that I will release of their behavior that day. It is footage of Ben and Shontoya's behavior towards me.

It shows all the ugly things they were saying and how unprofessional they were. It shows me in there upset and trying to get to some form of resolution with your salespeople, who should not be in any community treating customers the way they treated me that day. Ben the Manager also has footage that he recorded of me as well. I caught him sneaking and recording me as I engaged in dialog with Shontoya.

I have started counseling to help me through this ordeal. Having the police called on me was extremely traumatic, being disrespected taunted, laughed at, and ripped off for my delivery fee in which she taxed has been extremely difficult. It has affected my sleep, I have made an appointment with my primary doctor because of the chest pain I started having after I left the store that day. My nervous system was overloaded, I was shaking extremely from the stress of the situation.

Saturday, July 15th I went to the Forestdale American Freight store to purchase some bedroom furniture. My husband and I arrived in the late afternoon. We looked around and decided on what we wanted. I had several questions because this purchase, in my household, is considered a large purchase which means we must do our due diligence in knowing the details of the items we wanted to purchase. I met Shontoya and she appeared to be kind enough, at that time.

After asking several questions about the pieces we were interested in she started to become mildly agitated and mildly passive aggressive, I could tell I had reached my limit of being able to ask questions. We asked about delivery because my husband and I both work and needed to know the details of how it works if we decided to use the service. Ultimately, we decided to use the delivery service. I asked if we could set the delivery up at around 3:00 pm because we won't be home before that time. She told us “Yes” she can schedule us for 3:00. She started to explain that they had a warranty, and we should get it. She told us that the manufacturer's warranty only lasted 48 hours on the furniture, which I thought was weird, but okay.

I asked for written information on the warranty I wanted to read the terms of the warranty. The confusing part is, I had to ask for written information on the warranty plan and when I did ask, she appeared agitated about me asking for it in written form. I guess she wanted me to take her word for the details. I started feeling, based on her behavior, that this store purchase may be a very bad idea, but I wanted to read reviews on the store's site.

After reading the reviews on the store site I felt that maybe I was misreading her. We decided to give it a shot and returned Sunday July 16th to purchase the furniture. I started to ask more questions about the furniture and delivery again especially on the delivery time (3:00 pm) because we would not be home to receive it and I made that VERY CLEAR.

In hindsight, I realize she said that (they can deliver at 3) just to make the sale. She did not want to create any barriers to us making the purchase even if she had to lie to us to get our money. In addition, she sparingly shared the terms of the warranty, and in reading the reviews on the BBB website, she did not tell us ANY information about the warranty other call this number if you have a claim and write down everybody's name when you talk to them which was another red flag based on the way. Her comment, the use of the words, and body language indicated to us that there has been a lot of issues with the warranty. I just should have left the store then.

We make the purchase, I had to ask for a warranty brochure, which providing one should have been normal and a routine part of the process of purchase. She provided one, then when I walked away, she called the next customer and sighed very loud to indicate to the customer that I was “getting on her nerves.”

The problem with that is any sensible person buying anything that will cost their household over a thousand dollars will have several questions. So, when she was evidently rude, I was just surprised, but I wanted to keep my cool and not stoop to her level. Interestingly, when she ran my card for the purchase, she starts dancing, popping her fingers, and singing. She then became very friendly and told me how nice my glasses were. All the passive aggression disappeared for the moment.

Tuesday, July 18th, at 11:00 am I received a call from Shontoya asking me if I am ready to receive my furniture. I became confused because we had already had the discussion regarding the time, we can be there to receive the furniture. Then she said “okay” and that was the end of the conversation. I get home early to receive the furniture after leaving work. I don't get off until 4:30. I'm waiting around for them to arrive at 3:00, but no one shows.

I understand that people run late get caught in traffic, so I didn't mind them running late. But at 3:20, I called and spoke to Ben to see what the ETA for the furniture. He told me that “the guys were in Helena, and when they leave Helena they were coming to me.” I said “okay.” I wait around more, and at 4:30, no one had arrived, and I called the store back and spoke with Ben again. He then told me that the guys were in “Gardendale” which you must pass my home to go to Gardendale”.

I asked why they passed my home to go to Gardendale especially since I have been waiting since 3:00 pm. Ben replied, very rudely, “ma'am” we don't tell people when we are going to be at their homes, we just show up when we can, which is contrary to the past few days of conversation. He takes a big sigh and says “I am going to put you on hold” then Shontoya comes to the phone and contradicts everything she told me about the purchase. I told them “I am coming to get my money back.

I arrive at the store and go in and ask for a refund. Very condescendingly she tries to reinforce that they don't have delivery times which was not what she told me Sunday. I replied, “just give me my money, I am not going to go back and forth with you.” Ben started talking to me telling me that I am childish, asking me how old am, and I just a bunch of random ugliness. That is when it came to me, there must not be a camera in this store to record how disrespectful, ugly-spirited, hateful they are being.

I felt extremely unsafe in that store. There was another ** guy in there (employee) who did not engage the same way they did even though they tried their best to bring him in it. It appeared to me that he has seen this go on many times before and did not want to behave like they were behaving.

Shontoya told me that she wasn't going to give me my delivery fee back because they loaded it on the truck, and it's not their fault that they were not there at 3:00. I said to her “call the police.” She never told us that if we get a refund that the delivery fee is not refundable. It is not listed on the receipt, there is no indication anywhere in the purchase paperwork she gave me that mentions that the delivery fee is non-refundable, and the police also pointed that out.

All I received, besides the warranty brochure, and she NEVER EVER mentioned that. We continued to go back and forward arguing profusely about the fee and Ben told her to call the police. When she got on the phone, she told the police dispatcher (that I was in the store yelling, she explained the story to the dispatcher in which 70% was half-truths obviously in her favor. The only truth she told is that I was upset about the delivery. She then made a specific mention to the dispatcher that “she is Black.” I thought to myself, what does me being Black have to do with anything?

I yelled to the dispatcher; I am **. The line she used is the very line that many **'s are being murdered by police every day in this country. We have lost hundreds of ** men and women in the last two year from the line used “they are **.” What it does is send a false and misleading signal out that this person is a threat, dangerous, and need to be handle with all force necessary. This is well documented as the precursor to many unarmed ** being murdered by police. When, they are truly the victims, as in this case. Thus, I could have been shot and killed by Adamsville police that day.

Shontoya told the police that there was a contract that said I could not get my fee back, but I was never given this contract. She told the police she had to have someone send it to her from another location and that she wanted them, them the police, to make me sign it and then she wanted me to leave. The police had to tell her that they can't make me sign anything. This situation could have been easily avoided had they been honest with me, showed up in a timely manner, and had some level of professionalism. I have had to start counseling to help me through this situation.

Having the police called on me was extremely traumatic, being disrespected taunted, laughed at, and ripped off for my delivery fee in which she taxed it when she supposedly refunded my money. I paid $109.00 in the beginning for the delivery, but when my money was refunded, she took $118.00, and additional $9 dollars more than I paid for the delivery fee. The furniture was not delivered they never ever showed up to the house EVER, and to have to wait from 3:00-4:30 for a delivery is unprofessional, inconsiderate and are very bad business practices. Please refund my delivery fee.

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Terrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Never Shop Here!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Scam Process
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Advertisement
Worst Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Replies
Worse Customer Service I've Ever Had
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!

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HORRIBLE - MANAGER IS A LIAR !
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

VESTAL, NEW YORK -- AMERICAN FREIGHT REVIEW JUNE 15, 2016

Manager is extremely rude - AND A GREAT BIG LIAR. He responded to BBB compliant with a total lie, And of course, typical for BBB, they do nothing but post his answer - NO INVESTIGATION, NOTHING! THEY SHOULD CONTACT THE SALESMAN THAT ORIGINATE THE SAKES, AND GAVE ME MY "UPDATED" RECEIPT - BUT NOTHING FROM BBB
Here's my complaint and BBB so called answer: There's no way I could make up a story like this!!!

Hello,
I am writing to complain about my treatment at your Vestal, NY store, on May 27, 2016.
I drove into the store (30 miles round trip) in the morning. A salesman – said his name was Sam – met me at the door and I told him I was interested in inexpensive twin bed mattresses for a camp. He showed me foam mattress that had a price on the wall over it of around $80. He looked at a price list on the clipboard he held, and said he could sell it to me for $68. I said I would take 2 of them. He then said there were none in stock, and showed me the next level up. That one had a price of around $130 on the wall over it. He again checked his clipboard and said he could sell that one for $108, but only had 1 in stock. I said I would take it, and he said he would have it brought out. He went to the register and rang up the $108 sale.
I went out and waited in my truck, and Sam came out and said it was his mistake, that the only 1 they had was the floor model, and he couldn't sell that one. He said because it was his fault he was having a better one brought out, at no additional charge.
A man brought it out and put it in my truck. When I got home and went to unload it I found it to be a box spring! Not a mattress. It had a wooden frame, with about 1” of padding over it!
I made another 30 mile trip back in and talked to the manager – I believe his name was Ryan (none of the salesmen wear any name tags like most stores). Anyway, Ryan looked at my receipt and insisted it had 4” of foam on it. He refused to go out to my truck to check. He then had a man bring out a nice mattress – about 5” – 6” thick – and said he was giving me the upgrade to a $150 mattress, for $98. I asked if I could purchase a second one at that price and he said yes. I told him I would have my sister stop in next week and would he write that on my original sales receipt. Which he did.

When I got home my wife said the store manager called and was screaming at her that what I returned was not what was on my original receipt and was extremely rude to her.
I am hard of hearing, and wanted to clarify this up with the store, so I made a third 30 mile trip in to talk to the manager, Ryan.
I went in with my receipt and started to explain to him the original sale with Sam. When I told him Sam had said I could have the original mattresses I wanted for $68 dollars he started yelling at me. He said they never sold that mattress for $68! And shoved a sales flier in my face, yelling that “here's the price”, “here's the price”. I asked him to ask Sam, and he started toward the door, saying over and over “have a nice day sir”, “have a nice day sir”, “have a nice day sir”, “have a nice day sir” “have a nice day sir”, AT LEAST 12 – 15 TIMES. OVER AND OVER, AND OVER. I tried to explain more to him and he refused to listen.
I walked out to the parking lot and he followed me out, still saying “have a nice day sir”, “have a nice day sir”.
He then brushed up against me and ripped my receipt out of my hand, and went back into the store. I followed him in and told him I wanted my receipt. AGAIN, he started with his “have a nice day sir”, “have a nice day sir”.
I left the store and went to the Vestal Police Department and told them I wanted to speak to an officer. The woman at the desk said she would have an officer meet me at American Freight.
I pulled into the parking lot and Ryan came flying out and told me to get off of his property. I pulled out to the street and waited for the police.
Meanwhile, Sam came up to my truck and gave me my receipt back. He said he was new there and was confused about giving me an upgrade without a new receipt.
NOW – this receipt IS NOT MY ORIGINAL RECEIPT! IT IS A NEW COPY OF MY ORIGINAL SALE – IT DOES NOT HAVE THE STATEMENT ON IT ABOUT GETTING A SECOND $150 MATTRESS FOR $98 – THAT RYAN HAD WRITTEN ON MY ORIGINAL! THIS IS A BRAND NEW RECEIPT RYAN JUST MADE OUT!
When the police office showed up I told him the whole story, and that I now had my receipt back. He said the Vestal PD cannot get involved in customer complaints. He took my name a logged in my complaint on his computer.

NOW – not only all of this, but when Ryan gave me a so called $150 mattress for $98 I should have been given a refund of $10.00 plus tax.

BBB response:
This customer became elevated because he could not get his mattress for $49.00. He developed an attitude and became increasingly disrespectful and noticeably aggressive! His behavior was so frightening our staff ask him to leave!
American Freight gave this customer a $150.00 mattress for $98. American Freight's security cameras were studied by our security AND SHOW NO SHOVING, NO SNATCHING OF PAPERWORK BY OUR EMPLOYEES. In fact this complaint is filled by elevated non factual accounts that have been heightened all due to the fact that customer could not get his mattress for $49.00.
This customers radical behavior will not be tolerated by American Freight ESPECIALLY IN OUR STORE and we will no longer due business with George Buffum!!

To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: 11491069

I am rejecting this response because:

Regards,

George Buffum
This is total BULLSHIT - but is a typical response from the BBB. THERE IS ABSOLUTELY NO MENTION OF ANY REQUEST FOR A $49.00 MATTRESS. PLEASE TAKE THE TIME TO READ MY COMPLAINT - IN IT'S ENTIRETY ! I complained because they gave me a box spring instead of a mattress. I purchased what they said was a $180 some mattress for $108 dollars - - they then said they didn't have it, and would give me a free upgrade. AND GAVE ME A BOX SPRING. I assume this response was from the store manager - who is a complaint jerk. BBB is a toatal waste of taxpayers dollars. ALL YOU DO IS RECORD THE COMPLAINT AND RECORD THE STORES RESPONSE TO IT. GET A REAL JOB !!

This customer became elevated because he could not get his mattress for $49.00. He developed an attitude and became increasingly disrespectful and noticeably aggressive! His behavior was so frightening our staff ask him to leave!
American Freight gave this customer a $150.00 mattress for $98. American Freight's security cameras were studied by our security AND SHOW NO SHOVING, NO SNATCHING OF PAPERWORK BY OUR EMPLOYEES. In fact this complaint is filled by elevated non factual accounts that have been heightened all due to the fact that customer could not get his mattress for $49.00.
This customers radical behavior will not be tolerated by American Freight ESPECIALLY IN OUR STORE and we will no longer due business with George Buffum!!

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American Freight Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 56 ratings and
71 reviews & complaints.
Contact Information:
American Freight
680 Sunbury Rd
Delaware, OH 43015
1-866-884-6178 (ph)
www.americanfreight.us
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