ComplaintsforAmerican Freight

Furniture Stores

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a sectional from American Freight. The legs where broken. Called filed a claim they had someone come out and look at the furniture weeks later. The man who came out said that he could fix it I then got an email stating that the piece that was broken would be replaced to call the store. I called the store they said they no longer carried the sectional and to file a claim on the other piece of the sectional. When I tried to do that they said that my warranty had expired a week ago so the store said they were going to put in a ticket to see what they can do it has been almost 3 months at this point I am about ready to just file a lawsuit. I've been calling to find out what was going on every week to two weeks and I still get the same answers. All they say is I will put in another ticket. Nobody has reached out to tell me anything. At this point I want my money back.
Business response
07/08/2024
We have forwarded your information to the store along with how to handled your replacement for the entire sectional. They will be reaching out to you in a timely manner.
Customer response
07/17/2024
American Freight called within 2 business days. Problem was resolved by end of week. Thank you Shannon @ AMF for your help.

Regards,

****** *******
Initial Complaint
06/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In December, in good faith I went shopping for a refrigerator at American Freight in Mesquite. I realized after installation that the refrigerator was NOT in working condition. It now makes sense why they have absolutely no options to test your device in store. Upon contacting the store, I asked to speak with my salesman Morgan. He came on the line and said dont worry that the $1000 refrigerator doesnt work, this is why I demanded that you pay for insurance to cover it for things like this. I scheduled for a repair through that insurance and the repairman came to my house and stated that he was extremely exhausted with the bogus claims 1 day after people purchase from them. He said that this company is known for selling malfunctioning devices and then calling him. He could not fix the cooling issue but offered to patch things up for a temporary fix. After calling American Freight several times, I finally connected with a manager, Felicia. She apologized for the error and offered a replacement and to re-train salesperson Morgan. Six months later, they have refused to replace my refrigerator as promised. When I call now, they tell me that Felicia is on vacation and they will leave a note for her. Felicia has obviously been on "vacation" since I spoke with her in February. After spending 1k, we still do not have a working refrigerator.
Business response
07/01/2024
We have forwarded the information to the store and they will be reaching out to the customer in a timely manner.
Customer response
07/08/2024
I accept the business's response to resolve this complaint.

Regards,

***** *******
Initial Complaint
06/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
American freight misrepresented & lied about the condition of a fridge in order to get me to pay a higher price.I will not do business with this company again.I purchased one in "like new" condition with "no visible damage" per their description. The delivery guys were great, but when they finished we noticed the top corner of the front door was mashed in and there are 3 dents in the middle of the front door. They only offered to cancel my order or give me a $50 discount, which isn't close to the value lost with this damage. I do not appreciate the lies to get this in my door and then I feel bad because your own guys don't even know you promised me NO VISIBLE DAMAGE, AND LIKE NEW CONDITION. I expect a much larger discount, preferably the door replaced! $50 will not cover that. You don't lie about a products condition and then not make it right. I felt bad for the delivery guys who were duped by you as well and didn't even know I was expecting a like new fridge with no visible damage. You shadily stole from me and my family.
Business response
06/28/2024
We have forwarded the information to the store and they will be reaching out to the customer in a timely manner.
Customer response
06/29/2024
Updated to show damage. Vendor offered a full refund and pickup, I will update my complaint when refund is received.
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a recliner from American Freight back in 2022. The cheaply made chair broke down in which I filed a claim with assurant that was fully processed on March 20,2024. It was approved for an in-store credit because they said the chair was unfixable. They gave me 90 days from that date which would be June 18,2024. On Saturday, June 15,2024, I went into the store to use my credit. I showed the email with my approval, claim number, and incident number. The supervisor, Dell, looked in his computer and stated I was sold the wrong warranty and that corporate had cancelled it. For one, I was never told this or giving my money back for the warranty. For two, how could it be possible if I had a claim that was fully processed. I called assurant on Monday, June 17th,2024, in which they said it was never cancelled on their end and that she was going to call the store and call me back. Never got a call back. I call them back on Tuesday June 18,2024 and was told my 90 days was up and that it had to be escalated to American Freight for approval to get an extension. So basically im out of furniture, money, and the warranty, with no real answers on why this happened. I called the store on June 18th to try and get connected with corporate for more information and was giving a wrong number that kept asking for a passcode. So definitely getting the run around. I just want my furniture replacement/credit and then I will never deal with this company again!
Business response
06/25/2024
The information has been forwarded to the store. They will be reaching out to the customer in a timely fashion to resolve the issue.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Was not informed of your assembly policy now I have a product that is not assembled was told someone would come today to assemble it and after being blown off all day today I am now being told on Friday morning possibly.
Business response
06/06/2024
American Freight's policy is that we do not assemble products for customers. This is the corporate policy; however, if the store advised you they would assemble the product (against company policy), I can forward your information to that location. I was not able to locate your order in the system with the information included in the complaint. If you would like for us to forward your complaint to the store you purchased from, please provide your order information i.e. order number, phone number/email used for purchase.
Initial Complaint
05/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I purchased a mattress and box spring set from American Freight in December 2015, with a 15 year warranty. We began to experience a sagging in the mattress and bulging on the sides in less than three years. We went on line many times and sent in the information and pictures with no response. We called the company and was told that we had to do everything on line. Some of this took place during COVID so we continued to wait. We have tried several times to get this resolved. It is not fair to spend this type of money and just be ignored when we have a problem.
Business response
06/06/2024
The 15 year warranty is through the manufacture, not American Freight. However, we apologize you're having this experience. A claim should be filed at ********************* or you can call ###-###-####. If you've already submitted a claim through this channel a status update can be found at the same website by logging in. You can always contact American Freight customer service department as well to be guided to the right point of contact.
Initial Complaint
05/26/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 03/26/24 I bought a chocolate couch and loveseat online I was supposed to pick it up but I was unable to so I called and the manager Brandon said he could have it delivered for 110 dollars, it took hours and I didn't get what I had ordered the furniture greenish Brown with missing pillars and the movers damage it forcing it in my building knowing it didn't fit. The manager Brandon said I could come and see if they had anything else everything was too big and wasn't gonna fit without being damage,he said I can hold your money until something comes in I didn't agree because the movers messed up the furniture outside of my apartment building...I called my bank and disputed it and won back my money so I called the manager Brandon to pick up the furniture and he had me believe he was gave me a fake customer service number they played games with me until he recharged and got back my money I can't believe this has happened to me
Business response
05/29/2024
Upon review of the order, the correct items were delivered to the customer. Further, any refunds issued while the dispute is open could result in a double refund being issued. However, this information is being forwarded to the store. They will reach out in a timely manner.
Initial Complaint
05/24/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
back in August of 2023 i came in to one of the sites to purchase some furniture. i ordered a couch a bed mattress and night stand. I was just recently able to receive my nightstand after nine months. I was told by the employees in the store i would be contacted when my night stand came in. after several months of not getting a phone call i went to the location while i was in town and asked about it. They said they had not gotten any yet and they reiterated they would contact me when the night stand came in. so now after nine months of no phone call i went in a second time to find out they had received the nightstand and failed to call and notify me. i even paid a delivery cost at the time i purchased everything and believe my nightstand should have been delivered to me and I shouldnt have had to make multiple trips to the store in order to get my nightstand. I am very disgruntled at this. so i would like a partial refund on my purchase due to the length of time it took to get all the items i purchased. i was also told the delivery guys would deliver the items and place them in the correct room and they did not they just dropped it in the middle of my walkway and left after tearing up my gravel and displacing it so bad i had to spend multiple hours trying to fix it.
Business response
05/29/2024
We have forwarded the information to the store and they will be reaching out to the customer in a timely manner.
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I brought a refrigerator from them and the sale person said it was new but had a dent in it and also said it same with a 1 year warranty but now it's out and I don't have a warranty but I brought it on April 29th 2024 and they want fix it.
Business response
05/24/2024
American Freight has been in contact with the customer to resolve the issue. We contacted KitchenAid (Whirlpool) who stated they are authorizing the replacement of the refrigerator due to a manufacturer defect; however, it can take up to 10 days to send the authorization. American Freight cannot help expedite this as it is Whirlpools claims process. The store is ready to assist the customer as soon as we receive the authorization. This complaint seems to be related to Whirlpool and their handling of manufacturer warranty claims.
Customer response
06/05/2024
I was giving the run around. I could not get anyone to answer my questions truthfully. It's Been 10 days and my refrigerator still is not fixed.

Regards,
****** ****
Initial Complaint
05/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
November 20th 2023 I bought a couch from American Frieght. 2 months later it was coming apart at the seams. Someone came and sewed it back up, but they wanted tpo switch it out anyway. A couple months passed with the new one and it is coming apart at the seams worse than the 1st one and the middle lower section had no stuffing in it. (pics) I filled out a warrenty form and they claimed they reeived the complaint. Thats the last I heard from them. I have 2 other couched that are made in the same manner where the cushion is sewn to the couch, so theres no removable cushions. Never had an issue like this before. So 2 within 6 months time is unacceptable. I love the softness and look of this couch, but I would perfer going elsewhere to buy a different one if yuou will help me get my money back. Please use email with "couch" in the subject. My email is **************************
Business response
05/24/2024
We have forwarded the information to the store and they will be reaching out to the customer in a timely manner.
Customer response
06/02/2024
Im getting nowhere with this. No emails. I request email because I dont answer to numbers I dont know. I have already had the first couch replaced because of these issues and now this one is even worse than the first one! I want my money back so I can shop for a quality made couch elsewhere!
Business response
06/17/2024
The customer was refunded $639.98 via two corporate checks ($529.99 & $109.99) on 5/24/24. Both checks have been cashed so this issue is considered resolved.
Customer response
07/05/2024
I cant get in to see the message. But they sent me a full refund. Im good with that. Thank you for your help

****** *****
**************************

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary