ComplaintsforAmerican Freight

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a dryer from American freight with the warranty. To use my warranty since The dryer does not work. They have me in the system, but they had the warranty expired and they tell me wait 24 to 48 hours for it to be fixed but been since Monday and I’m still not getting no answer. I pay for #Warranty that I should be able to use as shit is on my receipt and shows that it’s a five year warranty but they keep telling me I don’t have a warranty

  

  Business response

  04/15/2024

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

  Customer response

  04/22/2024

  I am rejecting this response because: When I called them I was told that I needed to called Technical support myself if I wanted the issue fixed once I the lady out and told her to do her job herself and is not my job to do it. It finally got resolved and I got somebody out here to look at the dryer, but I had to get for someone to do their job.
  
  Regards,
  
  **** *****

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a mattress and accessories from American Freight in Muskogee, Ok in Sept, 2023 which is now closed. The mattress had a supposedly 10 year warranty. We both had medical issues from sleeping on the mattress and filed a claim in January, 2024. A technician came to our house and measured and told us the mattress was breaking apart. When I called the claims number they said it was denied and I should go back to the store because the store was supposed to file the claim. Lisa, the manager tried to get something done before her last day. So far we have heard from no one. There warranty isn't worth the paper its written on and I just want people to know that this is a sham. I have tried to get a copy of the technicians report and haven't received anything. The company has photos of the mattress and his report.

  

  Business response

  04/02/2024

  This was a miscommunication.  The tech did find the issue is a mfg defect therefore we are issuing a PO for replacement.

  Customer response

  04/15/2024

  I am rejecting this response because: According to the response to you they are issuing a replacement and the store keeps telling us they are waiting for the paperwork from corporate.  We have not received a replacement.
  
  Regards,
  
  ***** *****

  

  Business response

  04/23/2024

  The store processed an exchange for the customer on 4/23/24. 

  Customer response

  04/24/2024

  I accept the business's response to resolve this complaint.  My claim started in January, 2024 and finally got resolution to the warranty on April 23, 2024 after many phone calls.  I do appreciate that they finally honored their warranty or got the mattress company to honor their warranty.
  
  Regards,
  
  ***** *****

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sofa set almost a year ago and already the back reclining part is damaged. I am still in manufacturer warranty and purchased an extended warranty. Filed 3 claims already and just put in a 4th and still have not had my issue resolved. Technician came to house and I got an update stating it was not covered under manufacturer warranty and to file an assurant claim. Then assurant told me to file a manufacturer warranty claim because if the age. Got redirected to assurant again and had to almost force them just to let put a claim. That one got denied as well. Was told by store rep the main thing not covered is damage by pets. I don’t have any pets, this a defect with the sofa. I paid over $2000 for this set for it to broken less than a year ok things happen, but for my issue not to be resolved is absolutely unacceptable. Store is no help either in Ocala Florida.

  

  Business response

  03/22/2024

  Customer will come in on 3/29/24 to reselect.

  Customer response

  03/24/2024

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3-18-2024 I was delivered a stacked washer and dryer that was electric but was supposed to be gas … on 3-14-2024 I went inside to speak with an associate about the washer and dryer that was online inside there store but come to find out it’s at another location so I go to the Sanford FL. location store and was told the washer and dryer was in winterpark FL. and if I wanted it it could be set up to be delivered if I payed for it after letting him know yes I want it because I need it he proceeded to call the store to see if it’s still available well unfortunately the one they had online was not available but they had another one with minor issues at a cheaper price so it was settled but keep in mind this is supposed to be a gas not electric and I made sure the sales person understood this and his response was oh yea you stay across the street I do to I know what kind you need so we went a long with the process but before I left I made sure was this everything I need I asked did the hoses come to with it he said everything comes with it we just don’t install I said no problem so the delivery date was set everything paid for fast forward the delivery guys show up and I notice there’s no hose they inform that I didn’t pay for them so even though I was upset after talking with a manager about it on the phone I was informed that another manager would be in tomorrow to resolve the problem so I said forget it I’ll buy the hook up myself only the find out this is a electric one not gas so I call back and was told sorry it was a misunderstanding and Michigan be done right now he doesn’t know what to do

  

  Business response

  03/21/2024

  The customer was taken care of. 

  The wrong unit was exchanged for the correct one and we discounted the correct one so there was no additional cost to her. The store manager called her, and she stated everything was fine. 
  

  Issue resolved. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a range stove from American Freight on 2/26/2024. A day after having it, I noticed a crack in the glass surface, preventing the burners from working. I have made multiple attempts to resolve the issue through the store over the phone and online. I was told a manager would reach out to me and this never happened. I then reached out to their corporate office for help. I have been told, “2-3 business days,” twice now, to hear back. They have not called me once. It has been over 2 weeks since my first contact and am no where closer to a resolution.

  

  Business response

  03/18/2024

  We understand the customers concerns but the merchandise did not have any damage or cracks on the glass .The Operations Manager and the store director as well as a few other associates involved in the sale can confirm there was no damage we missed on the glass .if you’ve seen the photo the crack is large and very noticeable and would not be missed by so many of our employees as well as the customer who was with us as we inspected the item. It is possible the glass could have cracked while the customer was driving it home after he left our store but certainly not before.

  Also, the customer did not notify the store until 2 days after it was picked up.

  The decision stands of not doing a return or exchange.

  Thank you 

  Customer response

  03/18/2024

  The crack has grown larger since first noticing it. I believe the item was damaged prior to pick up and continues to get worse. 
  

  I called the store 24 hours after purchasing the stove when I first noticed the crack. The stove top was not heating, which made me look further when I saw the damage. When I called the store, I wanted to make sure it was documented because I was aware of their 48 hour policy. I was told I would receive a call back, which never came. I have since called them  multiple times without a callback. 
  

  I have now been forced to go through their corporate office and have been told multiple times that I would hear back between 2-3 business days. This has also not happened. The response from American Freight, that I’ve received through you, the Better Business Bureau, is the first time that I’ve heard anything back. This company lacks ethics and any sort of customer support.

  Regards,
  **** ******

  

  Business response

  03/21/2024

   

  The Store's decision of not returning or replacing the item is a final decision.  It is possible the glass could have cracked while the customer was driving it home after he left our store but certainly not before.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a home full of furniture from this place. A month later my dining room chairs were broken just from sitting down, the table collapsed on my son and I had to throw it out after realizing that I was never going to get any help. My daughter and my son’s bed were broken because there were no type of support from them. My couch ottoman had completely broke, which I don’t understand that. I called them to see if I could get new furniture because it was ALL under warranty. Upon getting someone on the phone, I was given a number and website to make a claim. I then went onto the website and couldn’t find any of my warranty information. I know for a fact I paid for a warranty. I then called the store and still couldn’t get any help. I feel like at this point it’s been a year and I still have yet to speak to someone or get any replacement furniture. I paid thousands on my furniture including warranty, so for them to not have any info on my warranty or the desire to replace my furniture isn’t cool at all. I feel like they got over on me and really doesn’t have the desire to help with anything other than a number and a website that clearly isn’t any help. I’m beyond frustrated because I feel like I e been lied to and the only thing they cared about was money. I’m very furious because my children need new beds because the beds I purchased from this place are not of great quay at all. All the furniture I purchased from this place torn up within a months time of my family having it. This is just sad how they take peoples money, and doesn’t take responsibility even after you purchase a warranty. I’ve been trying for a year now to get help concerning this matter and still have yet to get no furniture and no one has reached out after they said they would. This place is a joke and their furniture is not of quality to be selling if they’re not going to honor a warranty I PURCHASED. This place is a joke. I just want my replacement furniture or something done by this business regarding new furniture. This is ridiculous.

  

  Business response

  03/14/2024

  The Customer's items are in Assurant's portal, they should be able to file a claim. 

  Customer response

  03/14/2024

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

• Initial Complaint

  03/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, I purchased the Stewart & Hamilton Perfect Care 3000 13" Euro Top Plush Innerspring King Mattress Set in 2020 and had to do a manufacturer warranty due to mattress defects. The warranty replacement order was issued, but I encountered numerous issues at the store level trying to get a replacement. The issues I was told by the then manager Chris was there were no King mattresses available, and then when one was available there was not a delivery driver, then when there was a driver there was no mattress. This went on for a year. Last June 2023 Cassi and Sean took over store management and Cassi was extremely helpful at getting the warranty term extended so I could get the mattress. The issue then became a shortage in the mattresses in King size. I went in to the store on Saturday, 2/24/2024 and spoke with Sean and am aware that at the store level he is only authorized to do the dollar amount of the mattress. I have an issue with that as the mattress I purchased was a mid level mattress and now I am being told all I can get is a low end mattress or pay more out of pocket. The reason for the replacement was a manufacturing issue and not me returning a mattress. I spoke with Tiffany at corporate on 2/28/2024 at 5:40pm who was extremely rude and took convincing to send an email to the district manager. She also told me the store manager Sean was who needed to escalate the issue and Sean is who directed me to corporate. I have yet to receive a response. I returned to the store on Saturday 3/2/2024 to talk to Sean and he pretty much told me yeah yeah yeah, I’ll do something on Monday and sent me away. I at a minimum for all the time and energy spent on this as well as the quality of the mattress I originally purchased should be able to receive the Stewart & Hamilton Luxe King Mattress as a warranty replacement. That is the most closely like the original purchase.

  

  Business response

  03/07/2024

  Store Director made contact with Customer, resolution has been met. 

  Customer response

  03/09/2024

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

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/28/24, we visited the American Freight store in the city over (Denham Springs) looking for a rug that we had seen at our local store. The Denham location had the rug up on display and told us that they had the rug in stock. We looked at the display rug at both locations and the size was huge, we were also told by both associates at each store that was the size that we were buying and would receive since they only had one size in stock. We were under the impression that we were getting a 5x8 rug like we were told. A 5x8 rug is what is shown on our receipt and is what we were supposed to receive, however, we did not. We got home and unrolled the rug only to find that the rug was way smaller than the display at the store. We had measured the area for the rug and 5x8 would have been perfect, however, the rug that we received had a defect. The side that was supposed to be 5 feet was way over 5 feet and the side that was supposed to be 8 feet was way shorter than 8 feet. We measured this several times and have picture proof. We called the store and was met with nothing but disappointment when the associate on the phone acted like he did not even care and refused to address the problem. He did not ask for a picture or anything and just kept insisting that we received the right size when you can clearly see that the rug is way smaller than the display. We contacted customer service and was told to wait for a general manager to get back to us but that has yet to happen. This is false advertisement and we will not be shopping at American Freight ever again. We were deceived and the store is selling defective products without a care in the world. DO NOT SHOP AT AMERICAN FREIGHT.

  

  Business response

  03/06/2024

  We will offer her a full refund or the size she wants for the same price if available. Store director to reached out to resolve. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The couch and loveseat have separated from the other pieces of furniture.

  

  Business response

  03/12/2024

  Customer currently working with District Manager The manager was able to connect with Ms. ******** Friday evening.  He told her he would work with our partners to ensure her claim was addressed and explained that the issue she currently has with her furniture was not reported on the claim she filed so, that will need to be done.

  Customer response

  03/13/2024

  I have filed many complaints and also sent in  the pictures of my couch and loveseat.  They have sent a gentleman to look at the furniture about 2 months ago.  The last word from him was let me see if I can order some parts and I will be in touch.
  
  Yes, the District Manager did get in touch with me.  But that was 3 weeks ago, not last Friday.  He stated that he would see what was going on and he would be back in touch with me.  I don’t know his plans.  He has not scheduled a time to come look at the furniture, so he doesn’t know if it can be repaired or not.  My question is if it can’t be repaired is American Freight going to replace  it?
  
  ***** ********
   

  

  Business response

  03/22/2024

  Original item was exchanged with a floor model. The Store Director was able to get a new item in, and it will be exchanged. Customer satisfaction has been met. 

  Customer response

  03/22/2024

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called to get a repair and they came and decided they would replace the couch instead of repairing it , this was in November 2023 , it is now 2-29-24 and when i contact the store they just say we haven’t got anything from the warranty people so they gave me an incedent no. ******** and a contract no. ********* , and when i told the store they said those numbers have to come from the warranty people who said they sent several emails to the store and the store is saying they never got them . A big back and forth run around. I-really need your help its going to be March tomorrow and this has been going on before last Christmas.

  

  Business response

  03/01/2024

  Customer spoke with District Manager, currently resolving the issue 

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