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Business Profile

Furniture Stores

American Freight

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for American Freight's headquarters and its corporate-owned locations. To view all corporate locations, see

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American Freight has 340 locations, listed below.

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    Customer Complaints Summary

    • 690 total complaints in the last 3 years.
    • 217 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased several items with my debit card and when I got home I realized one item was not what I needed. I called the store and asked them if I could return the item, the employee told me I could so I took my item in to return. The employee told me that due to a change in their software he would have to get with the store manager on how to refund me, but that since they had my payment method on file i wouldnt have to go in and they could refund my card. So I left the item at the store. I called several days asking for the status of my refund with no explanation or answer and I called and finally spoke to ***** the manager that told me he would have to email their corporate office to ask how to process return. I called again several days in a row and was told he hadn't heard back and would call the corporate office, finally ********************************************************************************************************************** my card that i had paid with to process the return. Went into store and when ***** told me to swipe my card to get the refund applied I was CHARGED A SECOND TIME. Here we are over 16 days later and I not only have not received my refund but I have also been charged a second time for the item that they have possession of. No one seems to know anything. I was told today that one transaction was reversed and should be returned to my bank but when I spoke with my bank they told me nothing was pending. This has gone on entirely too long and I want the money that is owed to me fo my returned item.

    • Initial Complaint

      Date:04/17/2025

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an oven and paid it off in late 2024. I bought a 5 year warranty and the oven has stopped working. I spent hours calling about the warranty and was told to call the manufacturer. The manufacturer says I dont exist as a customer because this item was not purchased at an authorized retailer. I have a broken appliance and I need it fixed.

    • Initial Complaint

      Date:04/16/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a ***. warranty for a GE ************************* 2024. The refrigerator stopped working in February 2025 . I called for service and a repair man came out to inspect the appliance and said the problem was the compressor. He would contact the company and would get back to me with a repair date. I never heard back him. I called American Freight and was told that it was too expensive for them to repair and they would refund my money so I ask about my warranty I was told they didn't cover that. I feel that I should have been offered a replacement Refrigerator or at least all of my money back. I did get a refund check from American Freight in the amount of $885.00 but I'm still out $409 for the warranty.

    • Initial Complaint

      Date:04/14/2025

      Type:Sales and Advertising Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have purchased a washer and dryer set through American Freight and I also purchased a warranty paid in full on both items. For some reason I was told the the store(American Freight) had canceled the washer warranty. I don't see how our what reason because I had paid for the warranty up front.

    • Initial Complaint

      Date:04/05/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I initially purchased a mattress from the American Freight in ********** in November of 2022. I spent over a $1000 dollars on this mattress and had it delivered to my house. I am not sure if it was defective but it was so soft and non-supportive that it literally sagged even with a box spring (and the retail seller told me this mattress did not need a box spring). I had reached out to the retailer for a return/replacement, and they just kept giving me different information. They told me I have to go through the manufacturer, but the manufacturers website does not allow you to actually submit a claim (I tried three different browsers and their website errors out when you go to click the submit button). The manufacturer also has an 800 number, but when you call and press the button for "warranty", it just disconnects you. I had called the store several times to try and get a refund or even an exchange for a mattress (I would even be ok with a less expensive one), and they went out of business. Supposed the manufacturer has a ten year warranty on their products, but conveniently I was also in the military and deployed so I didn't have time to constantly follow up on this problem, so I ended up buying another mattress. I would like to see what my options are on potentially getting this mattress replaced with something more firm, even if it's a cheaper mattress. Thanks for any help you can provide. This mattress was only used about 2 weeks, and to have spent over $1000 for a defective mattress is very frustrating.

    • Initial Complaint

      Date:03/18/2025

      Type:Order Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Had a layway up at American freight was paiding on it regularly until the panic hit but I got laid off for a minute, still making payment, on February ******* went to make my final payment that when I was told that someone else brought out the company,so I ask why didn't I get a phone call, of letter, a voice-mail or something so I could've have borrowed the money and came and got my furniture, so the manager Mr. *** told me to give him till Tuesday of the following week and he would let me know something gave him till Thursday my off day went there he was off so I waited the following Tuesday still haven't heard anything from him so I went back up there on Thursday that when he preceding to tell me it wasn't nothing they can do to help me and I don't think that fair to me to walk away with nothing no furniture or my money.

    • Initial Complaint

      Date:03/17/2025

      Type:Sales and Advertising Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September ******* I purchased furniture from American freight in ***********, I purchased a warranty. On March ******* the ottoman broke. I attempted to call American Freight and thats when discovered they permanently closed. *** contacted the manufacturer and the third party warranty company and both have directed me to contact American Freight. Ive tried every email and number I see and non are functioning. Had I known the business was closing I absolutely would not have purchased $2600 furniture from there.

    • Initial Complaint

      Date:03/14/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ****** bed set was purchased 8/22 along with a 5 year warranty. LED lights are no longer working on the headboard. Warranty was $249. The lights stopped working around Jan. 6, 2025. I attempted to submit a claim on 1/16 online. The online portal did not recognize any of my information. After 2 months of calls and emails, I was given a reference/contract # to submit a claim. After submitting the claim, I received an email stating that I was supposed to submit the claim within 30 days of noticing the damage. I attempted to do so on 1/16 and provided email receipts showing the attempt. After sending a dispute email with email verification of my attempts to submit, the company decided to uphold the original denial.

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a dryer with warranty they didnt have anyone to warranty it so the refunded the money and I waited for another dryer. I can get the original invoice the second invoice was for sku #PFD87ESPVRS-HZ191703. This dryer I picked up at the ************ location when we got it home it made an awful noise so I called the Shawnee store and they said to return it I felt with **** the manager. We returned it 10-14-24. They refunded our warranty and the dryer difference was to be returned. They kept taking the money out of my account so I locked it so they couldnt take anymore money out. Now their finance company American Finance is threatening to take legal action I explained I returned it and was refunded my warranties but the refuse to believe it and I have no proof it was taken back other than I have another dryer with a different number but they dont care. It never was relayed to them it was returned. I need help with this Ive called a lot of times just to get my warranty money back now they are charging me for the dryer and Ive already paid 300 that should be returned. I dont know how to get this fixed. Im on disability and cant afford an attorney to handle it but I refuse to pay them anymore money I didnt realize they were still taking money out I called my bank and stop payment. I thought they werent taking a payment out. What can I do to get this corrected?

    • Initial Complaint

      Date:03/10/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a refrigerator and stove from American Freight in ***********, ** on 3/6. Upon delivery on 3/9, the refrigerator was dented on the door and other places while trying to get the item setup. Additionally, damaged was caused to our walls, and the floor in the kitchen. The delivery drivers not only admitted to denting the refrigerator, but they also took pictures to present to American Freight admitting fault. Upon learning of this, American Freight gave multiple responses. First they said it was an open box item. Then they said we knew it was messed up when we purchased it, which is completely untrue. We did not agree to purchase an open box item and the salesman stated the items we were purchasing were new. American Freight said they would pay $75 for the door to be replaced, even though it will exceed that cost and position us to spend more money. We would like the total cost of the door replacement to be covered by American Freight, and for the other dents to be fixed. If they will not do that, we would like to be able to return the item and get all of our money back. The refrigerator was $1000.

    American Freight is NOT a BBB Accredited Business.

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