ComplaintsforAmerican Freight

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/22/2024 I went to American Freight to look for furniture, the employee showed me two couches that were similar to what I was looking for I was told this was a popular item and the couches were brand new. The next day the couches were delivered still wrapped, one of the movers attempted to cut open the package I stopped him telling him to to leave the furniture packaged because it would be going to my new home. The next morning as i walked in the living room I spotted a live rodent coming out of the hole what was cut open from packaging. I screamed for help and my 66 year old father chased and killed the rodent. As I thought this horrific incident was over later that night I was awaken by a scratching sound I got up to see where this sound was coming from to find that the scratching sound was coming from inside of the couches! More live rodents were inside of the couches. I was horrified, once again my dad got up but this time to remove the couches out of the home on the front porch. I waited until American Freight was open to call them to let them know that my brand new couches were delivered with live rodents inside. I was then told this was not their problem and they would not be coming to pick back up the couches, before being hung up on. When I called back management was very unapologetic and told me they would reach back out to me by the end of the day. Three days later I have yet to hear from American Freight, the couches are still sitting in on the front yard and I am still traumatized from this incident. This was the worst customer service I have ever experienced. This experience has been very unpleasant and more should be done. I was never offered a refund nor did they reach out to me with any type of resolution. This has been my extremely devastating for me and everyone in my home.

  

  Business response

  07/19/2024

  American Freight strongly disputes this allegation. We purchase new furniture from manufacturers, and this furniture is wrapped at the factory. American Freight contracts with Orkin to keep our warehouses pest free. Our contracted delivery drivers do not remove used furniture, and American Freight does not accept used furniture back into its premises. Additionally, American Freight has not received any other complaints from this location. For all these reasons, American Freight strongly disputes allegations that it was the cause of any infestation. However, for customer satisfaction, the store director decided to provide a full refund to the customer on 7/10/24 in the amount of $1324.97 back to the original form of payment ***** Card ending in 3915). 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without an oven for 12 days and will be without for another 9 waiting for parts now due to the negligence of the delivery people who installed the power cord to my range improperly and nearly caused a fire. They are taking no responsibility whatsoever. This is not a GE factory issue as they are making it out to be, but GE is helping. American Freight needs to step up and replace my oven instead of leaving me with no way to cook for 3 weeks since it's their fault.

  

  Business response

  07/08/2024

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a sofa and loveseat via their website on June 30th 2024. The pieces were in two different locations. I accepted the fact that I would have to drive to both locations to pick up the items the following day. After driving an hour and a half to the first location, I was told that they did not have the item. The cancelation email arrived as I was walking up to the store. Bear in mind that we had called to confirm the item was there. Frustrated, I called my wife. I had her call the other location as I didn't have the order number with me. The second location verified that they did indeed have the item. So, after another hour and a half of driving, I arrive at the second location. I was then told that they did not, in fact, have our item. This puts me at three hours of driving and two verification phone calls into this process with nothing to show for it. After hunting down the corporate contact phone number, I made numerous attempts to contact them. The calls go to a very poorly made automated system that directs the call to the same voicemail regardless of which option you select. I tried them all. The sales team did try to sell me a more expensive set. This certainly appears to be an episode of bait and switch.

  Customer response

  07/02/2024

  As per 7/2/2024, the items we attempted to purchase are not only still listed as available, they have been moved to the top of the list when searching on their website. 

  

  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

  07/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21927485
  
  I am rejecting this response because: 
  Pending contact from the local store(s), which, as of the date of this response, has not happened.
  Regards,
  
  ***********************

  

  Business response

  07/26/2024

  Our records indicate the order was placed on 6/30/24 and then cancelled the following day by the store on 7/1 due to the item not being in stock. This action triggered a cancellation notice to be sent to the customer via email. The store also submitted an adjustment to their in stock items so that it would not reflect as available online. We apologize for your experience but are more than happy to help you find a different set of furniture that will satisfy your needs. 

  Customer response

  07/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21927485
  
  I am rejecting this response because: 
  It's flat out false information. I did get an email from one of the stores. However, it came after I was already at the store. I did NOT get an email from the second store. As far as the inventory goes, the item was still listed as available on the website four days after this fiasco took place. 
  Regards,
  
  ***********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Layway for a King Size mattress for 1001.00 . It was at the Holiday, ******* location *****. The store closed down without notice. I received a flyer in the mail from an American Freight store in **** ****** location. I called them and told the manager what happened. He looked up the account and said that I was supposed to have received a refund check for 150.00 in March. I told him I paid more than that and I never received a check. He gave me a number that was supposed to had been to the corporate office. No he said if they want send you another check see if they can give me store credit and have them send it to their store. I have not been able to reach anyone.

  

  Business response

  07/01/2024

  The customer made two payments in April & May of 2022 totally $150; however, no other payments were made. Since the customer went over 6 months with no activity (payment or cancellation) a $10 monthly fee was assessed towards the customers credit balance, which in this case was $150. In this case, enough time has passed that the monthly fee's have cleared the $150 credit balance so the customer is not due a refund. 

  Customer response

  07/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: the store closed without notification to the customers, number one. I called the **** ****** store they told me to call corporate, the number was not valid.  That store also said on their system I received a refund check for $150. I paid more than that. Their manager was using the store for illegal activities and I know I am not the only customer that is complaining. 
  
  Regards,
  
  ******* *******

  

  Business response

  07/26/2024

  Our records indicate two previous orders that were paid in full and marked delivered in our system. The third order - a layaway order - had $150 paid towards the balance; however, the customer went over 6 months without making a payment so a $10 fee was assessed monthly until the entire $150 credit was depleted. Our records do not indicate a refund is owed at this time. 

• Initial Complaint

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a couch and loveseat from American Freight around September 2023 and the thread came undone on the back of the cushion and the springs busted out of the bottom of the couch as well. I contacted the store and was told to contact the manufacturer which I did. The day I bought the sofa set, I also purchased an extended warranty for ***** good until 2028. They are saying now I've had the couch too long for it to be fixed. I never received an email from the company. They are refusing to fix the issues. They even sent a dude named, **** out to take photos of the damage.

  

  Business response

  06/25/2024

  The limited manufacturer warranty is only valid for one year from the date of purchase. If a claim was filed through the manufacture warranty instead of the protection agreement, it could explain why this type of denial was received. Please file through the protection agreement vendor Assurant at myafclaims.com or call ************. 

  Customer response

  07/08/2024

  ---------- Forwarded message ---------
  From: ************************************* ******** <***************************************>
  Date: Fri, Jul 5, 2024 at 5:09 PM
  Subject: Re: You have a new message from the BBB of Central **** in regards to your complaint #********.
  To: <*********************************************************************>
  
  
  We actually did 3 claims before contacting BBB. I just want the extra money paid for the extended warranty refunded since it was a rip off and I have owned the furniture for less than a year. I will no longer do business with the company, American Freight in ***********, Florida or anyone associated with them.
  
  I m completely dissatisfied with the outcome so far

  Customer response

  07/08/2024

  This sofa set is still under manufacturer warranty because it is still less than a year old. 

  I was being nice to start with but y'all are trying to switch the blame to the extended warranty company.

  I now at this point just like a full refund of the set and the extended and be done with the whole situation. If it is not resolved at this level, I will be contacting an attorney shortly

  

  Business response

  07/19/2024

  Upon further review, the claim submitted by the customer was denied per the terms of the warranty. The customer has a 30 day window to file a claim on any incidents. The claim filed by the customer reported an incident date of 1/30/24 but the claim wasn't filed until 5/13/24.  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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. 

*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. ↩