- Report: #191578
Report - Rebuttal - Arbitrate
Complaint Review: American Freight - americanfreightfurniture
American Freight - americanfreightfurniture778 Niagara Falls Blvd N Tonawanda, New York U.S.A.
DON'T BUY From American Freight! ripoff, damaged furniture, terrible customer service americanfreightfurniture.com N Tonawanda New York
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My husband and I went shopping for furniture at American Freight (http://www.americanfreightfurniture.com) on Saturday April 8th. We ordered a bedroom set including a mirror, dresser, chest, headboard and 2 nightstands to be delivered the next day. The entire purchase was a mere $1000 so we really thought we were getting a total bargain.
The furniture was delivered on Sunday April 9th. Every single piece of the set has some sort of damage or problem with it. Some pieces have minor scuff marks in the wood and some pieces are actually broken and defective. The pieces that have minor marks we opted to keep and we thought maybe after everything was squared away we could get them to refund a portion of the money because of the problems. I reported the damage about an hour after the delivery. I was told that they would send us out a replacement either that same day or, if the driver didn't make it back in time to do another run, they would deliver on Monday. I explained that I worked on Monday so it would have to be Tuesday and he said that was fine.
Tuesday arrived and I hadn't heard anything from them. When I called I was told that whoever I spoke with was mistaken because they were out of the set that we purchased and they had to order more so it would take 5 business days. Five days made it Easter weekend. When the weekend was over and no one called, I called back and was told that the person I spoke with was incorrect and they didn't know why I was told that but it would be 7-10 days. When the 7-10 days were up, I called yet again and was told that it really takes 2-3 weeks so I was looking at the end of the month.
On Friday, April 28th, I called the store only to have the guy say ?OK I'll have the driver call you?. I asked what that meant and he said that they driver would drop it off that night. My first thought was that if I hadn't called to initiate this, I probably would've never heard back from them. I told him that we had dinner plans and asked that he come on Saturday. On Saturday, I waited until the mid afternoon before calling. I was told that the driver wouldn't be in my area until between 4 and 8. Again, this was effecting our dinner plans now and we had already spent the entire day waiting for the furniture. I again asked that the guy to hold off until the next day. He quoted me between 1 and 5 for the delivery. When 5:00 came and I didn't have any furniture, I called the store to find that they closed at 5.
On Monday, May 1, I called the store and spoke to a girl named Shannon. Shannon was the same one I had talked to who told me 2-3 weeks a while back. She seems somewhat concerned about the situation and says that she will look into it and call me back. She does and she tells me that she will call me the next day around noon and let me know how things are looking and the driver should then call me not too long after that. I called at 1:30 when I didn't hear anything back from them and the person who answered the phone turned out to be the store manager, Jason. Jason tells me that they can't deliver my furniture until the next day (Wednesday) because it is just arriving into the warehouse that day (Tuesday)! Isn't it interesting how I waited all weekend for my furniture to be delivered when they didn't even have it? I began telling him my frustration and about how every time I called I was told something different. He tells me that I AM LYING and that when I reported the damage I was never told that they would turn around and deliver the replacements the same day because they wouldn't do that. First of all, that is the truth because I remember being shocked at how quickly they were going to handle the situation and secondly, even if it wasn't true, it doesn't make the rest of the situation any less of a problem to the customer. He insists that he most likely won't be able to get the furniture to me until the next day. I tell him that if my furniture isn't delivered TODAY that he can send the truck to pick up the entire set and he will refund my money. He says that if the truck comes I have to pay the $55 fee and that I either do that or bring it back myself. How am I supposed to return an entire bedroom set to a store that's 45 minutes away? And if I take the replacement I don't have to pay for the truck so what's the difference? I tell him that I will wait until the next day but if I don't have the furniture at my house and in good condition that I will dispute the charges on my credit card, call the Better Business Bureau and do whatever I can to make a problem for him and his response is ?Fine, go ahead!?.
This place has locations all over the place http://americanfreight.us/locations.shtml: NY - Buffalo, NY - Rochester, OH - Akron, OH - Columbus E, OH - Columbus N, OH - Columbus W, OH - Fairfield, OH - Lexington, OH - Lima, OH - Massillon, IN - Mishawaka, IN - Evansville, IN - Terre Haute, KY - Florence, KY - Louisville, KY - Lexington, FL - Tallahassee, FL - Ocala, FL - Orlando, FL - Ft. Lauderdale. DO NOT BUY FURNITURE FROM THEM!!!! They have no respect for their customers whatsoever and will screw you if they get the opportunity to do so. You, too, are a consumer! If this story does not outrage you then you should stop and think how you would feel if this happened to you.
Scott and Coni
Cheektowaga, New York
This report was posted on Ripoff Report on 05/15/2006 11:28 AM and is a permanent record located here: http://www.ripoffreport.com/r/American-Freight-americanfreightfurniture/N-Tonawanda-New-York-14120/DONT-BUY-From-American-Freight-ripoff-damaged-furniture-terrible-customer-service-amer-191578. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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