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Complaint Details
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Initial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased dining table on March 9,2021 and purchased extended warranty at same time. A piece of wood chipped out of the table and when I contacted the “extended wArranty” company I was told this is a “store issue as it had not been over a year since my purchase. I am attaching emails that I have sent to the store and have not yet received any reply or credit as I was originally told I would. Attached also are photos of the chip in the table. Please can you help me? Thank you ******** *****
Business response
10/22/2021
The American Freight store confirmed they received claim approval on 10/19/21 and contacted the customer the same day. The exact item is currently not available in their store so they are locating in another store and advised the customer accordingly. Once the item is received, it will be delivered to the customer as discussed.Customer response
11/04/2021
Just a thank you for all your help.My table top has been replaced!Initial Complaint
10/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to American Freight's website and purchased 3 mattress sets and frames totalling 1289.06 on 10/13/2021. These funds were immediately released from my account (Debit Card). I spoke to the store and asked how my daughter could pick up items and they told me to have her tell them she was picking up my order. Perfect! My daughter arrives about 1 1/2 hours later and tries to pick up my order by name and it cant be found in their system. I give her the confirmation # and they still can't find the order. They call their home office and they find where I paid, but not the order so they can't release the items. I give my daughter the receipt of all items purchased and the amounts, the amounts match, they know they have the money, but won't give her the items. IT is contacted, they don't know what happened to the order. They tell me my only option after about 2 hours is to request a refund. I contacted their CS department, made the request and still I haven't gotten my money.Business response
10/21/2021
American Freight does occasionally have technical issues when processing web orders so we advise the customer to wait for the "ready for pickup" email before going to the store. In this case, records indicate the online order was cancelled 3 hours after the purchase at the customer's request so a new order could be placed. The refund was processed via reference ******************************** -1,289.06 to the Visa used for the purchase.Initial Complaint
10/14/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a sofa sectional from American Freight on Jan.12,2021 and later noticed that 1 part is defective, I filed a claim and was approved on July 7, 2021 and was told I would receive a replacement within 60 days. I’ve made contact with the store manager 3 times on the phone each time was told it is on the way. After the 3rd call my phone number was blocked. I went into another store -they called and the store answered, I called from my phone in front of that manager and as they noticed “Blocked”. It has now been 99 days and driving into the store several times, still being told the same thing by the manager “ it will go out tomorrow “ and as of October 14, 2021 no call or replacement.Business response
10/21/2021
American Freight contacted the customer and replaced the item on 10/16/21.Customer response
10/29/2021
The customer indicated by phone that the company resolved the complaint.Initial Complaint
10/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a Frigidaire Freezer (chest) from American Freight Appliance in Sacramento at 1200 Blumenfield Drive, California 95815. The freezer is not working since last- three months. All my food was gave bad worth about $350.00. They do not refund the money or exchange the freezer. I called company located in Charlotte NC. Toll Free number they sent twice different repair technicians and is still not working. It cost me about $580.71 cents. Every time we call them there is long wait & when they answer they get the information, they say they will transfer the phone for the appointment and then it gets disconnected, recording states to call back after half an hour.Business response
10/22/2021
American Freight has processed a refund for $580.71. Since a debit card was used, the refund is being sent via check so please allow 7-10 days for it to arrive.Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a LG dryer on 9/26/21 and the same it stopped working. Had to keep unplugging the dryer from the outlet in order for it to start. The touchpad was faulty. I called the store the next day to report it and was told by the female associate who sold it to me to just file a claim on it since i purchased the warranty yesterday....no ma'am. So spoke to the manager who was nice enough to replace it almost a week later! On 10/2 I went in the store to pick up a new dryer, I purchase a motion sofa and love seat that has gliding recliners and about 5 days later, the right recliner on the sofa is leaning to one side during reclining and when we tried to close it, the wood inside snapped for no reason while trying to close it!. Then the left recliner on the love seat will not catch to close the recliner. You literally have to stand up and forcefully close it!. Went in yesterday to speak to manager who was very rude and said he can't help me just file a claim since I brought itBusiness response
10/21/2021
American Freight records indicate the dryer was exchanged last week. In addition the customer was invited back to the store and selected a new sofa as replacement.Initial Complaint
10/12/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a Whirlpool refrigerator on Sept 25th, delivered on Oct 8th. Order number *********. 1. Refrigerator has a sharp corner on the button, which scratched up my new floor when movers bring them in. 2.Refrigerator does not work at all, compressor and fan running but not cooling. The sales person lied to me, telling me that all appliances has been tested and proved to be functional, which is totally a lie. When I called back to them trying to request a replacement, they refused and tell me to call manufacture.Business response
10/21/2021
The American Freight Region Manager advised the item has been replaced for the customer. The tile was scheduled to be fixed as of 10/18/21.Initial Complaint
10/07/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased a LG dryer in December 2020. Men who delivered it didn't know how to properly install it and there were left over parts in the box. Dryer starting leaking large amounts of water during first use. Guys came back out and couldn't figure out why there was water coming out. They replaced that unit, but did not disclose to me that the unit had been dropped and could be damaged. My dryer stopped working in August. LG came out to fix it, because it is still covered under warranty. They opened the dryer and said the mechanism inside was damaged not faulty. I would have to pay labor and parts to have it fixed. I called American Freight to ask for a resolution. They did not offer me one after being on hold for 1 hour. They did not offer to repair it for me or to replace the unit that was damaged by them. So now I have to pay to repair a 900.00 dollar dryer that only lasted 8 months. I will never do business with this company again. It has been one giant headache.Business response
10/21/2021
American Freight will exchange the item for the customer. Please advise the customer to contact the store at their convenience to complete the process.Initial Complaint
10/06/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought an electric dryer from the Austin, TX store. When the delivery crew was taking it off the truck they accidentally cracked a chunk of the top off which resulted in a crack down the glass board. They assured me they would report it and the dryer would be replaced, but it worked so they left it. I have called the store 2 times to receive a response “they will get back with me on the delivery date” and customer service 3 times with a response “they are escalating high priority to the manager, and they will get back with me”. A month later nobody has contacted me to replace the damaged dryer. I love the dryer but I did not agree to buy a damaged product, only a dented product.Customer response
10/08/2021
oday they called me and scheduled delivery of a new dryer on the 13th, hence your contact with them seems to have driven them to resolution!Customer response
10/08/2021
Your contact with them seems to have prompted resolution. Today they called me and scheduled to bring a new dryer 10/13.Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/12/2021 I purchased a King size headboard Footboard mattress and box spring for $950.36 from the Tonawanda location. On 7/20/2021 I made a manufactory warranty claim as all the slates on the bed cracked including the right side slack that supports all the slacks. When I spoke with a rep from the store on 09/13/2021 I was Infromed that the bed was being replaced and would be two week to arrive once it did I would be contacted. I called again today on 10/5/2021 and another rep then told me only the slacks were being replaced and he did not know why I was told that that bed was being replaced and based on the pictures only the slacks were being replaced and to come pick them up tomorrow. I was confused as based on the pictures the entire /right side collapsed. I have provided the original photos that was sent over on 7/20/2021Business response
10/14/2021
The American Freight store manager contacted the customer and invited him to return to the store for assistance with a replacement. Please advise the customer to return to the store at their convenience to complete the process.Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a bedroom set on July 11th 2021 and the bedframe broke in my sleep on July 28th 2021. I purchased a warranty as well as had the store warranty but it is October 5th and I am still sleeping on my floor. I have asked multiple times for a refund to no avail. I was told my warranty claim against the manufacturer was denied but I have yet received a denial from the manufacturer personally. 3 weeks ago a store associate said I will be called to arrange an exchange of my bed frame but I never received a call back. I've had to call the customer 800 number to try to get some resolve. I still have no resolve. I'm still sleeping on my floor. I just want my money back because purchasing the warranty obviously did not help me resolve anything at all.Business response
10/12/2021
American Freight has discussed with the customer and will be picking up the item for refund per their conversation.Customer response
10/20/2021
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:
***** ******** ********* *** ******** ******** ******* *** *** **** **** **
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746 total complaints in the last 3 years.
268 complaints closed in the last 12 months.