ComplaintsforAmerican Freight

Furniture Stores

Multi Location Business

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Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went to American freight to see about getting some new furniture so I applied for fortiva and picked out the furniture I wanted but the *** said they didnt have it in stock that he would order it from his store in **** that he was there just covering for someone and it would be about 2 weeks and he would call me when it came in I never heard anything else about it so I went back a few weeks later and there was a different man I asked about the furniture and why I havent gotten a call from them about it so he checked and said he has no record of it on file that they must have swept it under the rug and he couldnt help me.
Business response
10/28/2024
American Freight strives to provide excellent customer service to all of our customers. We apologize if you experienced anything less than that. Please feel free to place your order online, or stop into any of our locations to check product availability.
Customer response
11/07/2024
******* has been contacting me saying I owe for the furniture I never received
Initial Complaint
10/22/2024
Complaint Type:
Delivery Issues
Status:
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.
I am requesting assistance with a purchase that was made in-store and was scheduled for next day delivery, however as of the date of this writing 10/22/24 there has been no delivery attempts made. Purchase was made on 10/16/24 for a sectional couch and three (3) barstools. The purchase for items made on 10/16/24 have still not yet been received and no delivery communication has occurred. I have been in contact with store manager ****** who says he has no clue when the delivery attempt will be made. Store manager ****** has stated that American Freight outsources the delivery to OneRail and that the company has not been doing deliveries for other customers as well. Would like immediate resolution for delivery of items paid for -- Thank you.
Customer response
10/24/2024
Hi, I would like to know why my BBB complaint is not showing for public view when going to ************************ and looking up company name: American Freight? Please reply and confirm, thank you
Business response
10/28/2024
We apologize for your experience with our delivery partner. American Freight resolved the issue by processing a full refund for the products in the amount of $1009.52 back to the customers financing contract and another refund of $109.99 back to the customers **** card ending in 9670 for the delivery fee.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
in March purchased a couch from American Freight in ********* ****. Within two weeks the couch was broken. Called since it was under warranty. it took 6 months before they got me to right person set a repair man out, he said was going to order parts have them shipped to my address. that was in August 26 no parts no calls. But i still have a broken couch.
Business response
10/28/2024
Upon reviewing the claim, it appears the customer was authorized for ************************* replacement of the product. We forwarded the authorization to the store for them to facilitate the exchange. They will reach out to you in a timely manner to assist.
Initial Complaint
10/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a recliner love seat and matching recliner couch in July of 2023. Early July this year still in my warranty period one of the recliners on the love seat separated at the seam of the fabric and leather. I purchased a protection plan, called to let the store know what happened and followed the instructions exactly the way I was instructed. It has been over three months and all I get is a run around and told I filed the claim wrong after being told exactly how. It’s been months and nothing please help
Customer response
11/13/2024
Thank you for reaching out. Yes the situation has been taken care of.
Customer response
11/13/2024
Thank you for reaching out. Yes the situation has been taken care of.
Initial Complaint
10/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
American freight furniture in ****************************. Purchased 10/03/2024 Tried to return on 10/08/2024 Order number MMTM014BZ I bought a bed. I took it home that day. Im missing ALL the hardware is missing and slats are so thin they will not hold my mattress. No where in the store does it say all sales are final. I even said to the employee I have 30 days to return. She never said sales are final. I looked at my receipt and in small type it tells you sales are final. The employee had me sign a paper. She never gave it or offered to let me read it. I thought it was for confirmation that I got the item and delivered it myself. You do not know sales are final until after you have purchased item then read the fine print on receipt. Which is already too late to make the customer aware of return policy. I was never told, sales lady did not tell me, there was nothing posted in the store. The bed is missing parts and the slats to hold mattress is so thin that they will break. I would like them to refund my money. I have tried to email them but email comes back as undelivered. Ive tried to find their email. One guy online told me to try a different email that he had. I did. I have no response from them. This was fraud. So underhanded.
Business response
10/15/2024
For customer appeasement the store has issued ************************* refund in the amount of $271.49 back to the original **** card ending in 3338.
Initial Complaint
10/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a recliner, soft, and loveseat 8/17/24 from American Freight warranty included, delivered on 8/20/24. Initially I thought I got a good purchase, ***** (salesperson) was great, order delivered as promised, and I gave a good review. However not even 3 weeks later I had to file my 1st claim with the warranty 9/9/24 Claim #C231720 as the recliner and soft console stitching started to come loose. No response heard back in a week. By this time the loveseat recliner has started squealing and scrubbing along the medical casing when you sit down. I logged into the warranty account which lists as American Freight Warranty. The case had been closed stating, my claim should be evaluated by my manufacturers warranty as I am within the time period. I reached out to ***** with AF on 9/17. He instructed me he contacted the warranty company I needed to submit a new claim C23820. This claim is listed side by side with the other. However this one was accepted. A tech came out on 8/24 took pictures, stated the recliner and sofa stitching would be an easy fix but the loveseat would need all new metal casing and it would be easier to replace considering the purchase date. Stated he would submit the report and I would hear back with a decision. On 9/27 I received notification my claim was closed. I was informed I declined the repair. This was not true. I called to speak to a supervisor and updated my claim with notes to be contacted. I notified ***** with AF and was told to send an email of correspondence and I did. I followed up with ***** on 10/2 for an update. I was told he reached out to warranty company and received the same information we discussed and he emailed them back for next steps. Reached out again 10/4 ***** was oof, 10/5 left 2 messages for a return call and sent an email with pictures and video of the loveseat. At this point I'm requesting a replacement or a refund. I have only had this set a 1.5 months with my initial claim within 3 weeks of purchase.
Customer response
10/06/2024
A typo was recognized in the original transcript. The date the service technician came out for pictures should read 9/24.
Customer response
10/10/2024
10/10/24 Received an email today to contact the store for a replacement-"Your replacement authorization number is C235845". Reached out to the store but was unable to reach anyone. Left a voicemail with contact information provided for a return call.
Business response
10/11/2024
The manufacturer approved a replacement for the customers products. The authorization was forwarded to our store team on 10/9/24. The customer can contact the store via phone or stop into our location at anytime to select the replacement products.
Customer response
10/21/2024
---------- Forwarded message ---------
From: ****** <******************************>
Date: Mon, Oct 21, 2024 at 3:05 PM
Subject: Complaint ID ********
To: <************************************************************************************************************************>

My reply to the business:
American Freight did deliver a replacement set on 10/15/24. However the loveseat's cord was frayed and sparked fire the day of delivery. I contacted the store and I am now waiting on a replacement of that piece. Overall I think the quality of the set I choose with American Freight is just not good and even after the replacement I know I will need to purchase new furniture within a year. However the salesman (*****) has tried to do everything he can to fix the issues.
Business response
10/28/2024
We are sorry to hear you're having issues with the replacement product. I forwarded your information to the store management team so they can reach out and address your concerns.
Customer response
10/28/2024
[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. They have provided a replacement furniture set as well as switched out the loveseat after the replacement was received due to a frayed cord. So far so good and no further issues noted currently. My ***** (salesperson) has been great in trying to address all the issues with the furniture to my satisfaction.

Regards,

****** Small-*****
Initial Complaint
10/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
BBB transcribed consumer hand written complaint form: Transaction was made in May I amount paid over $700.00 in full payment my dispute is they where going to give me my refund once they found out they didn't have (?word not legible) money at that time. Employee called another employee and then it was I have to get store credit. My problem is I can't afford to get the items now lost job.
Business response
10/09/2024
American Freight has processed a refund for $210.00 today 10/9 for customer appeasement. This corporate check will be mailed to the customer by the end of the week.
Customer response
10/21/2024

Time: Friday, October 18 2024 2:07 PM
From: CS RequestWHITE ***** **************
Duration: 46 seconds
Voicemail box: 204
Transcript:
Yes, my name is ***** *****. Complaint ID number is ********. The complaint was about American Freight. They called me and let me know that they was going to mail me out a check in 14 days. It's been, like, oh, seven days now. But that's the reason why I was calling, to let you know that they want to resolve my complaint against him. Like I said, my name is ***** *****. Telephone number is ************. You can get in touch with me tomorrow afternoon. Thank you and bye.
Initial Complaint
10/01/2024
Complaint Type:
Product Issues
Status:
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.
09/28/24 date purchase 7:32 p.m. Purchased a refrigerator got it home hooked it up.called then the next day to tell them that there was something wrong with it The fan wasn't working was making a lot of noise. I was told that I could either bring it back and get my money back which would also cost me to have it delivered back to them. Because that's all they could do for me. Call them again today and was told that the fan is covered under the manufacturer's warranty here's the manufacturers phone number. It was up to me take care of it. They sold me something that didn't work. It was clearly faulty. It should not be my responsibility to have to pay to take it back to them. Or to call the manufacturer to have it repaired. It's not even 72 hours old. Their website clearly states that they're certified to be functional. And they sold me something that wasn't. Cost of transporting it to my home I paid for. I should not have to pay to transport it back to the people that sold me something defective.
Customer response
10/01/2024
I made contact with *********** customer service today and registered the refrigerator. And was told that the refrigerator was used. And it already been registered and no longer had the warranty attached to it.
Business response
10/07/2024

On Mon, Oct 7, 2024 at 1:33 PM **** ***** <*********************************************************> wrote:
Hi *****,

Could you please grant us more time on this complaint? The customer is having difficulty with the manufacturer, so we have escalated it with them; however, we are at the mercy of their responsiveness. I appreciate the help on this one.

Thanks,

****

**** ***** | ************** Manager

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

P: **************
Business response
10/14/2024
Our customer service and store ********************** team tried to connect with the customer via phone and email to assist with this; however, we were unsuccessful in reaching the customer. Our attempts were made between the dates of 10/7 and 10/12 to the email and phone number provided. If the customer is still having an issue please have the contact the store or our customer service team at ************.
Initial Complaint
09/27/2024
Complaint Type:
Customer Service Issues
Status:
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.
The computer logic on my GE Cafe refrigerator is beeping continuously. The unit was purchased around 28 July 2024. I have called multiple times to get the problem resolved, but the manager is always busy or unavailable. My calls are not returned. American Freight is not interfacing with ** on my behalf.
Business response
10/07/2024
Although rare, appliances can fail from any manufacturer from time to time so we are sorry you're having an issue with your product. Our store director reached out to the manufacturer to help get the customer scheduled for service. The appoint has been setup for 10/10 and the customer was notified.
Initial Complaint
09/22/2024
Complaint Type:
Delivery Issues
Status:
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.
I consider myself as a valued customer at ********************** with the treatment that I've previously received from their establishment until 9/21/2024. All of the money I've spent with this company to be mistreated the way I was on yesterday was unbelievable. I live in ** and my son lives in ****. I purchased my son a new couch from American Freight in ********, ** to be delivered from American Freight ************************************************ *************************** **********, **** ***** ************ Delivery date scheduled: 9/21/2024 (no time was given we were told a window would be scheduled prior to delivery)On 9/21/2024, I called American Freight to find out when my son couch was being delivered. The person who answered the phone was very nasty and said that they dont know what time they were coming and they had a 3rd party picking up the couch to deliver it. After I asked for his name, he responded his name was **** Crack and then hung up on me. That wasn't it, my son couch was not delivered until today 9/22/24 around 2pm. Not only am I upset about the treatment they gave me as a consumer, but also the inconvenience of not giving my son a time which had him waiting at home all day on 9/21 which inconvenienced him being he is just moving in and had other things to move which were pushed back and delayed due to American Freights negligence. To add insult to injury, they didn't even offer to unbox the couch and set it up, it was dropped off in boxes and he was left putting it together (it needed screws and assembly because it was a sleeper sofa) after their negligence. I am looking for a resolution for our inconvenience. I called today and spoke with the manager of the store. She had the audacity to dismiss the horrible customer service and reflected on how they are trying out a 3rd party delivery service. Maam, you're a "manager" Where's your empathy on the horrible customer service we received? Its your 3rd party, your store *** your negligence! OWN IT!
Business response
09/25/2024
We made contact with the customer today 9/24/24 to confirm that we processed a credit back to their financing account in the amount of $169.77 to reimburse for the delivery charge, and customer appeasement.

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