ComplaintsforAmerican Freight

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dispute is about the damage the Delivery men did to my hard wood floors removing my refrigerator. through my living room on my hardwood floors instead of the back door. Like I asked him to.

  

  Business response

  08/09/2024

  We have forwarded your information to the store management team. They will be reaching out in a timely manner to assist. 

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** was purchased first of June 2024 Paid 2000 for a fridge with warranty and hasnt worked right since the day we got it home. Then cant get a warranty claim for them to come fix it.

  

  Business response

  07/19/2024

  We have forwarded your information to the store management team. They will be reaching out in a timely manner to assist.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a washing machine delivered to my home from American freight ****** MA . I live in ************* . I was told my credit card would be credited the delivery fee because I paid the 3rd party delivery people they use cash . The amount was $130 . My card has not been credited. I spoke to the store multiple times yesterday. The person I spoke to name is *****. He told me the driver was being reimbursed from the company and that he would have to figure out to get the money back to me . That burden should NOT fall on me . I want my credit put back on my card or 130 cash in hand .

  

  Business response

  07/19/2024

  We have forwarded your information to the store management team. They will be reaching out in a timely manner to assist. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought new bed and frame from American freight on jan20 2024 i spent $2233.08and i paid for warrant to cover the bed if anything happens . in march i went to bed and after half hour going bed my bed all sudden my bed crushed with me and my bf in it the whole frame broke drawers everything , i called the the store the next day and they told me i had to but case in i have now 2 cases with no back and no replacement for my bed , no one will pick up phone , i want replacement or my money back i did noting wrong when it broke , please help i spent alot money on this bed. when i talked to owner of the store he told me im not allowed take bed apart the bed i broke u cant sleep in my room then , i had take it apart to be able sleep in my bed , he said i would have wait for bed 2 for 4 months i said no i want it fixed now he refused

  

  Business response

  07/19/2024

  Upon review, it appears the customers manufacturer warranty claim/s were approved. The information has been sent to the store. They will be reaching out in a timely manner to facilitate the warranty exchange. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered a refrigerator and selected one of the options for delivery. They called to say that day wasnt available and they had one 4+ days later. When I asked for order to be cancelled I was hung up on.

  

  Business response

  07/19/2024

  The customer has been fully refunded on 7/12/24 in the amount of $1101.26 back to the original form of payment (PayPal). 

  Customer response

  07/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21982087
  
  I am rejecting this response because: 
  I wasnt complaining about the refund. I was complaining about the abusive service. Being hung up on, the way I was spoken to, etc 
  Regards,
  
  *********************************

  

  Business response

  08/05/2024

  Thank you for bringing this to our attention.  We will conduct a thorough investigation and take appropriate action in accordance with our policy. Since the refund has been issued we are considering this resolved. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a piece of furniture Monday 7/8/24 Picked it up in ********* 7/9/24 and was told we would be getting a refund for all the inconvenience. Still no refund. Nothing but Lies and run around. Plus ***** the store manager in ****** told us we had 3 days to return the Item now they are saying there is a no return policy.

  

  Business response

  07/16/2024

  The customer financing contract was fully voided in the amount of $2399.98 on 7/11/24. This issue has been resolved. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a combined stacked washer dryer from American Freight on 5/21/24. Appliance delivered on 5/25/24 and it was determined immediately after hook up that the dryer was broken as it was making a grinding metal noise when in use. Installation was not provided by American Freight. Delivery only. I purchased the extended 3 year warranty with my appliance so I reached out to the third party company which told me to reach out to the store to file a claim because the item was purchased within the year. The store then referred me to the American Freight customer service line to tell me to reach out to GE to have the item serviced as it should be under warranty. On June 6, 2024 a GE Technician came out to service the appliance and was told: this unit is out of warranty it is 2 years old. the cabinet has been crushed slightly due to this the drum will rub into the back of a heater housing causing a terrible grinding noise. There is no fix due to the parts are not available for repair. This unit came from American freight.Shortly after I reached out again to the American Freight ******** care line and they stated they would put a ticket in and contact GE as there is a contract in place where even though it it out of warrant due to the manufactured date it should still be covered.Once American Freight received follow up from GE stating they talked with the technician that came out and was reported to me that it was sold to me in this condition so GE would not recover the replacement. Today July 9th, 2024 received a phone call for follow up and was told to reach out to my 3 year plan warranty to get it covered and there was nothing they could do to help. I reiterated that they will not help me because this item was purchased within the year and will just refer me to GE and the whole process will start over again. The customer service person stated to send her the model and serial number and they would reach out to GE again to see if the issue can be resolved

  

  Business response

  07/19/2024

  We have forwarded your information to the store management team. They will be reaching out in a timely manner to assist. 

  Customer response

  08/08/2024

  They have attempted to replace the originally washer/dryer twice and both times have sent me faulty pieces of equipment. The replacement was sent where the washer/dryer would not spin and drain so they sent me another one to where the washer grinds when spinning in final phase of the wash. At this point I am just seeking a refund for the product for this 2-3 month headache. 

  

  Business response

  08/19/2024

  We apologize for your experience. We have escalated your issue with the store management team. They will be reaching out to you in a timely manner to assist with resolving the issue. 

  Customer response

  08/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The refund has been made. Thank you for your efforts. 
  
  Regards,
  
  *****************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a matching couch and love seat in gray faux leather in January of 2023 with a five (5) year warranty from the American Freight store in **** *****, ** ****** In December 2023 the love seat started to fall apart. On December 20, 2023 we immediately started a claim with the warranty that we had purchased. We were given a response on December 29, 2023 that due to it being within the one (1) year, we needed to process our claim with the manufacturing company. There was a bit of confusion on which app to use for the 1 yr versus 5 yr warranty but we successfully reported the claim to the manufacturer on January 10, 2024 (Claim *******). On April 4, 2024 we called the company because it had been 5 weeks and we had not heard anything from anyone. We were told that our claim had been denied because they did not feel it was a manufacturer defect. If we disagreed we could email ****************************. We obviously did disagree so on April 4, 2024 we wrote a letter of disagreement. But on April 8, 2024 we received an obvious form letter in response stating they were still denying us. Since they decided it was not a manufacturing defect, on April 17, 2024 we began the 5yr warranty claim again. (Claim # *********). We were informed our claim was denied due to failure to report within thirty (30) days of damage. It is our position, we did report within the thirty (30) day window as required, but due to the direction and “hot potato” approach, we were now outside of the thirty (30) day window. Our original claim was within the thirty (30) day window (as required). As you can imagine our frustrations at this point considering we paid $2,000 for the couch and loveseat and an additional $200 for the five (5) year extended warranty to protect us from this very incident. We purchased a five year warranty that we are now being told is no good. We are requesting a refund in the amount of $2,203. We are not requesting a refund for the $150 delivery fee.

  

  Business response

  07/17/2024

  On Fri, Jul 12, 2024 at 3:39 PM **** ***** <*************************> wrote:
  ***** – Good afternoon,
  
   
  
  Could you please give us more time on complaint ID: ********? We need time to work with the warranty companies on the customers denied claims.
  
   
  
  Thanks,
  
  ****
  
   
  
   
  
  **** ***** | Contact Center Manager
  
  *** ********** **** **** * * ********* ** *****
  
  P: ###-###-####
  
   
  
  signature_*********8
  
   
  
  www.AmericanFreight.com
  
   

  

  Business response

  07/26/2024

  We apologize for your experience; however, we have worked with our manufacturer to approve your claim on both pieces. Your new claim number is *******. Please contact your local store when you're ready to coordinate the replacement of your furniture. If you have any issues or questions, please feel free to reach out to our customer service team at ###-###-####. 

  Customer response

  08/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** *******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed on online order for a refrigerator on American Freight to pickup in ********, ***The order was placed on 06/20/2024 The refrigerator was listed as 'Like New' with a price of $2300. When I arrived to pick up my order or 6/20/2024, the refrigerator was clearly either a different unit or severely damaged between original grading/advertisement photos and what it was in person. The refrigerator had significant dents and scratches all over.Upon raising to the store employees, the employees then used their in store phone device to send new photos for regarding. Upon regarding, the refrigerator was determined to be in 'Good' condition and then pricing changed to $2070. I agreed to this price change and continued the purchase.The employees were having difficulty with their system for the price adjustment but told me that I would receive a refund for the difference in price. I was billed for the original amount and have not received a partial refund.I have called the store for 3 weeks and am just being told they are having difficulty with the system and they put in a support ticket with corporate. I am now just being left on hold when I contact the store.

  

  Business response

  07/12/2024

  We have forwarded your information to the store management team. They will be reaching out in a timely manner to assist. 

  Customer response

  07/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21957704
  
  I am rejecting this response because: store contacted me and indicated they we would be sending a corporate check for the refund. No check has arrived.
  
  Regards,
  
  ***********************

  

  Business response

  07/26/2024

  American Freight processed a refund on 7/16/24 of $246.10 back to Master Card used for the original payment.

  Customer response

  07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a furniture protection plan on a couch I bought in Sept of 2023. While in the process of moving it got ripped. I filed the claim online. It took almost a month for them to send someone to look at it. On May 27th, I got an email that said it was unrepairable and I would get store credit that is only valid for 90 days from the day I got the email. I had to call the warranty company to get the amount since it didn’t say. They said it was for $799. I was told to take my phone to the American Freight store in Boardman, Ohio and show them the email and that I could redeem it there. The workers at the store said the store has to receive an email too that notifying them I am receiving store credit. After 3 weeks of numerous calls to the Boardman store and showing up to the location they still had nothing. I was then told by the warranty company to call American Freight customer service. When I called them they said they had my store credit in the amount of $399. Which is incorrect, it is for $799 per the warranty company. They said they would have to reach out to the warranty company for confirmation that it is for $799. It has been well over 7 days and still have no answers. Needless to say, I have lost 60 out of 90 days to use my store credit because American Freight can’t figure this out. The store nor the corporate office for American Freight has helped me at all even though they sold me this protection plan. It has been left completely on me to figure this out, which it shouldn’t be. I just want my store credit so I can redeem it and be done with this company.

  

  Business response

  07/12/2024

  The customer has been notified by the store on 7/8 that they have the warranty authorization. This issue has been resolved. 

  Customer response

  07/23/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

*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. ↩