ComplaintsforAmerican Freight

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

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

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home full of furniture with a Warranty and when I called to use the Warranty I was not help and directed to a third-party company who did not help me at all. I was told to contact the store and the store said contact the Warranty company. My furniture needs to be replaced and I am not being helped with services I paid for in full up front. I was then told by the store that they no longer work with the Warranty company and can't help me. I am still pending damage assessment years later.

  

  Business response

  05/14/2024

  We apologize for your experience. American Freight sells protection agreements on behalf of providers and is separate from claims processing/adjudication. You must file your claim with the protection agreement provider, which in this case is Guardian. At this time a claim has not been filed with the provider. A claim can be filed by calling ************ or visiting their website at *************.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This item was ordered on April 15 as per the confirmation screenshot. It is May 7 and this product is still not in. When calling the store I keep being told I need to wait another week and call on certain days amd I have done that. Had an issue with one of the phone calls where the person was very rude and hung up on me, I then drove almost an hour to the store to get my answer as they can't hang up on me when I'm there. So ended up with an argument and now I've just been trying to cancel my order but they're basically refusing to do so giving me the same excuse that I have to wait and they'll call back. At this point I just want my money returned to the card I used for the purchase so I can move on with my life. Honestly the worst customer service experience I've had in my life.

  

  Business response

  05/13/2024

  The store processed a refund on 5/7/2024 back to the customers original form of payment.

  Customer response

  05/21/2024

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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a brand new sectional sofa got at home. One of the pieces was a dark gray and instead of brown had to take it back all the way to Chattanooga 45 minute drive got home couldn't get it connected. Called them they were going to order a part. They would call me when it came in and never got a call. Finally called them again. Said it was backordered months went by never heard a word so I called again. oh is still on back order so almost a year still have don't connect parts on back order and they're not doing nothing about it. File a claim so I file a claim comes out. Oh, it's a vent piece. I'll order the piece. It should ship straight to you then we'll come out and put it on. Don't hear nothing back call maybe a month and a half we have to order the whole piece . The laf So I go around and round with a warranty company, which is mind you threw them the wrong piece! I had to go around and round again. I finally get the LAF. I need it home and the recliner still don't work due to the pool handle that releases and now they're saying it's not covered under warranty. I bought the extended warranty.!

  

  Business response

  05/03/2024

  We have forwarded the information to the store and they will be reaching out to the customer in a timely manner. 

  Customer response

  05/07/2024

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a refrigerator on 2/17/2024 which at the time of purchase, I paid for the delivery, as well as what it said would be required additional items: hookup price: $10, Teflon Tape: $2.49, IPN05 Water Hose for Ice Maker 49599 $12.99 and Copper Icemaker Kit: $34.99. I received a call before the delivery took place telling me that I did not in fact need to purchase the copper kit for $34.99 and would be refunded that amount. Once the delivery took place, they were out of teflon tape and I had to go to the store to purchase the water hose and hook up kit, as they said they were out of supplies. That being said, all I should have had to pay for, aside from the fridge, was the hook up $10 fee as the rest of the items were unavailable. Not to mention I am paying double since I went to ace hardware and purchased the items when they told me they would need them and didn't have them. To date, I have not received any refund. I have e-mailed American Freight both by my personal e-mail and also through their website submission form, but no one has gotten back with me. I should not have to pay for the items that I did not purchase and I respectfully request my money be refunded back to me totaling $50.47.

  

  Business response

  05/03/2024

  We have forwarded the information to the store and they will be reaching out to the customer in a timely manner. 

  Customer response

  05/21/2024

  I received a voicemail that was previously left for me regarding this situation and informing me that a refund had been issued to my account.  I had received the refund, but it showed up as "Jacksonville, FL" so until I got this voicemail, I honestly was not sure where that refund had come from.  Now that I am aware it was in fact provided from American Freight, I am satisfied and very appreciative that this was taken care of and handled. I would like to request the complaint be closed as with the result being that I am satisfied with the resolution.  Thanks again American Freight and thanks for your help as well BBB.  - ******* ******
  

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am looking to refurnish my home. Luckily, I didn’t purchase everything that is needed. However, I purchased enough items at once ( no payments, or credit needed). I was told 2 items I wanted had to be ordered, and I was ok with that ( I wasn’t informed at this moment the time frame was 4-6 weeks. I wouldn’t have been ok with that) On the day of delivery, I was told one of the bed frames was not actually in stock. He offered to go to a nearby city the next week, and deliver it. I wasn’t happy, but what could I do. I payed, and didn’t find out it wasn’t available until 45 minutes before the scheduled delivery, which also happened to be the day we were actually moving in. After the delivery, and putting things together. An item is damaged, and an item is missing. At this point, I decide to go in person to the store, take whatever item is on site instead of waiting until next week. let them know about the damaged item, as well as the missing item. I let the rep know, I need to make another purchase, let’s discuss a discount on the new purchase for settling for the item I was originally to have that day, plus for the item that came damaged. I then find out everything would take 4-6 weeks which I was never informed of the time frame, from the beginning. The new item I was looking to purchase also needed to be ordered. So at this point. I wasn’t informed of the time frame for the original two items I was told had to be ordered. One item I was told was in stock actually wasn’t, and I wasn’t told until a week after I paid, on the day of delivery 45 minutes before scheduled time. Upon delivery one item was damaged, and another was missing. Going into the store, the rep was passively snotty. I find out everything is going to take 4-6 weeks. Anything I purchased that day couldn’t be loaded even if I picked it up, her words “There is no staff, I’m the only one here”. They don’t do refunds, once you pay, you have to accept bad products, and terrible customer service.

  

  Business response

  04/23/2024

  We have forwarded the information to the store and they will be reaching out to the customer in a timely manner. 

*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. ↩