ComplaintsforAmerican Freight

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a scratch and dent dryer from them on Sept 11, to be delivered on Oct. 28. After installation, the technician told me it made a thumping sound because of a small dent in the dryer drum. The noise was awful but I believed the technician. Within 1 month the dryer stopped working entirely. I called American Freight to have the item fixed but they said that since it wasn't under warranty they wouldn't fix it. I told them that the product was defective from day 1 and their technicians had told us from day 1 that it wasn't working properly. They are refusing to let us exchange the product. It ends up the dryer's drive motor is broken and has been broken since day 1. So either the technicians who installed it were grossly incompetent, or they deliberately lied to us about the nature of the dryer's defects. GE will not fix the dryer because it is scratch and dent. Every time I call American Freight I get a different associate who gives me a different answer. I am deeply upset that American Freight sold us a defective product and will not exchange the product even thought it was defective from the day it was sold to us.

  

  Business response

  12/17/2021

  American Freight Region Manager Davidson Nji has invited the customer to the store to reselect at their convenience.  The store will assist the customer with completing the process.

  

  Business response

  12/23/2021

  American Freight has invited the customer back to the store to reselect at their convenience.

   

• Initial Complaint

  12/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  purchase fridge Friday 12/10/21 online it was confirmed and my credit card was charged. I selected delivery 12/12/21 was first available. I was suppose to get a call within 24 hours for delivery instructions, did not receive a call so I called and they informed me this fridge was no longer available (and they don't deliver on Sunday) and said they would substitute another one (bait and switch). I said I did not want another one and just to refund my PayPal (american express) and he said he could not refund me electronically and would mail me a check I should receive in about a 7 days. I need to purchase a fridge and don't want my money held up that long. I told him I would file a complaint and he said to let him know how it goes and hung up.

  

  Business response

  12/17/2021

  American Freight has confirmed a refund was issued via ****** on 12/12/21.  The customer should have received their credit to the ****** account and will need to contact ****** if they don't see it.

  Customer response

  12/17/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  **** ********

• Initial Complaint

  12/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid this company $1,800 for a couch and loveseat. The price included delivery. Upon delivery, the love seat came with 2 right pieces instead of a left and right. I've been waiting weeks for them to bring the corrected piece. They advised me to pick it up for faster service. I explained that was 45 minutes away, had no way there and already paid for delivery. Now it's a constant runaround. Whenever I call they immediately hangup on me or place me on hold. I have to use another phone number to call just to talk to someone. This is awful customer service. I paid in full so now they have no regards in making this right. If they aren't bringing the item, I wanted refunded!

  

  Business response

  12/30/2021

  American Freight Region Manager ****** spoke with the customer and confirmed the pieces were switched to her satisfaction.

  Customer response

  12/30/2021

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

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a floor model fridge from American Freight's website on May 22, 2021, order * ***********, to use in our kitchen. Upon completing remodeling, we hooked the fridge up in October 2021. We noticed water leaking from under the fridge, due to the water line, we believe from the clamp. The website advertised a one year manufacturer warranty. Without the warranty, we would not have purchased the fridge. We contacted American Freight and they instructed us to call Samsung to place a warranty call. After nearly an hour on the phone with Samsung, we were told that the fridge was not new, but refurbished, and that we were not eligible for warranty. According to the records I have from American Freight, this is incorrect. Samsung advised us to call American Freight. We called American Freight and they confirmed our order information and told us that, yes, we have a manufacturer warranty. They gave me another number ************** to call, which is a Sears Appliance number. Makes sense because Sears and American Freight have the same parent company. I used their automated system and was again told to contact Samsung, as the item was under manufacturer warranty. I hung up and called back, attempting to speak to an agent but there was no option to allow me to do so. I just want my fridge fixed so it stops leaking all over my new flooring. This is ridiculous. I have also filed a complaint against Samsung with the BBB, case *********.

  

  Business response

  12/16/2021

  Please advise the customer to contact the store at their convenience and American Freight will be happy to exchange the item for them.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a couch from American Freight had the couch a month and all the firmness was gone couch was garbage bought the warranty when purchased thet exchanged it for a new one. When they picked the old couch up they threw it off the deck. The new couch a friend of mine burnt a hole in it so i took advantage of the warranty and exchanged for a new couch they brought new couch didnt take old couch i had to pay to het rid of it. Unwrapped the mee couch it hD holes all over it so i figured i would ghrow it out si ce i paid to get rid of one and they threw the other one off deck. Now because i got rid of the other couch they wont get me a new couch i will jot make payments on something i dont have and the eay they are treating me is unbelievable

  

  Business response

  12/21/2021

  American Freight has processed replacements on the furniture, even though the customer has stated the original items were disposed of.  At this point, there have been 5 new sets delivered without pickup of the old merchandise.  No additional replacements will be processed and the sale is not eligible for refund.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/16/2021, I found the turquoise/teal sofa I had been looking for as a focal point of my living room. On 11/17/2021, I bought the teal sofa, ****** ********* from ***** ******, assistant store manager. The delivery was scheduled for 11/30/2021. The sofa was delivered about 8pm. It was wrapped in cardboard and heavy plastic. I opted out of the set-up to save $30.00. Next morning, I unwrapped it to find a dark green sofa. I emailed ***** ****** with the memo: This is what I paid for. This is what I got. Attached were two photos: 1. the photo of the teal sofa I photographed at the store and 2. the photo of the dark green sofa which was delivered. Mr. ****** either emailed back or I spoke to him when he requested I take a picture of the tag on the bottom of the sofa. I did and I sent it to him. Later that day, Mr. ****** told sometimes the lighting can change the color. I asked if he saw thw photos I sent because the only reason I bought the sofa from American Freight was because it was the right shade of turquoise/teal and a good price. I I could conclude my search for a teal sofa! The I got a call from ****, who introduced himself as "the soon to be new assistant manager". He tells me I got what I ordered and it was the lighting that made it the wrong color! I told him on no uncertain terms to question my untegrity and that I was a producer who knows about lighting. This was not a lighting isse but to the point, the wrong color! I told him, they made a mistake. In my eyes, the remedy did not seem complicated. Deliver the TEAL sofa and take the dark green sofa back OR take the dark green sofa back and return my money! He asked if I'd bring over a pillow from the sofa delivered. I drove over immediately. When I drove up to the warehouse, the teal sofa which had been on display had been replaced a dark green sofa, like the one that had been delivered to me. He told me to my face that the pillow I brought matched the sofa on the floor display!

  Customer response

  12/07/2021

  ***** ****** ****** ************************ ***** **** *** ** **** ** ***** ** ******** *** ******** *** ***************************************
  
  
  1. Teal/turquoise sofa paid for
  2. Dark green sofa delivered/received

  

  Business response

  12/13/2021

  American Freight Zone Manager reviewed the complaint. The customer purchased a factory direct sofa which does not come in a guaranteed color, it is merchandise that is on hand in the store. There is no way to order a specific color on these items.   If the customer is unhappy with the item, the store will be happy to refund.  Please advise them to contact the store to proceed.

  Customer response

  12/14/2021

  ***** ****** ****** ************************ ***** **** *** *** **** ** **** ** ******** *** ********* ********* ********* ** *** ******* ** ******* * ************** **** ** ***** * **** * ******** **** **** * *** ******* **** *** *** ** ******* **** ********* ********** *** ****** ******** ****** ***************************************
  Where is this "policy" in writing? During the three times I came back to check the color of the sofa, ***** ****** NEVER said that the color choice was not guaranteed or as is!
  Where is this policy that a buyer take whatever color in writing???
  What happened to me as a consumer subjected to intentional  deceptive practices deceitful, insulting and as not only revealed by the salesperson ***** ****** at any time during the three times I returned to the store to check the color and then during the third visit, may the payment. 
  
  Better Business Bureau what is my next 
  

  
  

  Customer response

  12/15/2021

  ***** ****** ****** ************************ ***** **** *** *** **** ** ***** ** ******** ********** ********* *** ****** ******** ****** ***************************************
  BBB:
  I just received a call today - 12/15/2021 - from ******* * ******** ******** *
  She offered a refund to a "credit card" and to pick-up the sofa. 
  Credit card? I did not pay by ANY credit card. 
  I paid cash. 
  When ******* said that, I took a closer look at my receipt to discover a Mastercard purchase instead of a cash purchase. 
  This was NOT by Mastercard. 
  It appears American Freight may have a problematic culture at store 137. 
  It took 15 days to date from report of the issue to management at store 137. 
  
  Had I not contacted Better Business Bureau, I believe this matter would have gone unreported and unresolved. 
  The first impression was a positive one: the sofa was the right color (teal/turquloise), new and affordable.  
  
  I declined their offer for a refund to a MasterCard not mine; another indication there is an internal problem.
  They give business a bad name. 
  
  I am determined to not have my peace of mind disrupted especially for this holiday season. 
  With what we have been through with Covid for almost 18 months, 
  
  Thus BBB,  I decided when talking with ******** I do not want to have any more 
  contact with such a company so blatantly deceptive. 
  
  ***** *** *** **** **** *** ***** *********   **** **** ********  ****** ****** ****** ****** ****** ********* ****** *** ************************ ************ ******
  

  

  Business response

  12/27/2021

  American Freight Region Manage* ****** ******* contacted the customer and explained the stock.  The customer was offered options and decided to keep the item.

  Customer response

  12/27/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I elected to put this stressful matter to rest. It is apparent that American Freight intentionally withheld pertinent information from me, the customer, that my color selection of a teal/turquoise sofa I had selected & photographed from their warehouse floor was not guaranteed. I wanted an exchange, especially after I discovered my rrecepit indicated a credit card payment instead of the cash payment I made. Thus, with this pandemic, it has been a very difficult two years for most of us. 

  I decided  stress/drama over a sofa a week or so before the Christmas/New Year holidays for $200.00 USD was not worth it. 

  Thank you BBB for your attention to this matter. 
  
  **** ******** ****** ******

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/1/21, I took delivery of a dryer purchased on 11/28/21. I got installation and haul away. One of the technicians that said that this was a side job for him and that he is a real estate investor. He asked lots of questions about my new home. I tried to stay near by in case I was needed for any issues. One tech installed the outlet plug. The other( the inquisitive one) took over to install the dryer vent. I could hear some struggles with affixing the clamp and I heard him say that he would tape it so that it would be secure. He then began to push the dryer back into position against the wall. I could hear him saying that the vent hose was "S ing" and not going in the way he wanted it too. He continued to try to reposition and push it in. He said that was it and they were done and the proceeded to leave. I was told that the first cycle would probably have a unusual smell but that it would dissipate. I decided to try the dryer empty to make sure it worked. I turned it on,it seemed to run properly but then I could hear some air in the back so I stopped the dryer. I was going to leave the laundry room and close the door as I usually do, but I was unable to. The dryer was sticking out too far. I immediately called the store to notify them about the air in the back and being unable to close the door. When they came, the tech said the connection had come off. The part that connects the vent hose to the wall was bent and he could not put it back on. He said" it must have bent when I pushed it in". The repair was" beyond his scope". My contractor working on renovations was there at the time, he said the tech had improperly installed the vent. The tech had used blue painters tape to secure it with the clamp and that the bent piece needed to be replaced. The tech sent pics to the manager and said he was not at fault. He said that he did his best with the installation. Asst. Manager Dan denied liability. I have to cover the repair. Now, no dryer,stuck with expensive repair.

  

  Business response

  12/09/2021

  American Freight Store Manager ***** ***** has spoken with the customer and made arrangements to handle the repair.  The customer will be following up with him.

  Customer response

  12/22/2021

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

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am filing this complaint on the basis of false advertisement and misleading information. I purchased a GE washer from American Freight website. I went to the store to pickup the washer. It was not the washer I purchased. The product photo is GE washer. The confirmation email I received is GE washer, but when I went to pickup the washer, it is Hotpoint washer. I asked the sales representative I bought a GE washer. Why is it Hotpoint? He replied to me that GE is Hotpoint. Hotpoint is GE. I told him that if it is Hotpoint. Why can't you just post Hotpoint? I traveled more than a hour to pickup the item trusting what I bought. If it is Hotpoint washer, I would not buy it. The representative replied "They are the same thing. It is like Toyota and Lexus". Obviously, Lexus is more expensive than Toyota. If you are posting Lexus car, but selling at Toyota price on the website, a lot of people will be interested to buy! So we argued back and forth. He replied there was nothing he or this store can do. I can either take it or leave it. They are as-is final sale. I have dealt with *********** many times. We bought 2 washers and 2 dryers from 2009 to 2019. There wasn't a time when we can not find a solution or common ground to the problem. Since *********** became American Freight, this is the first time I am buying from. And the representative just told me to take it or leave it. I am truly disappointed for this experience. Because I trusted this order, not only I drove more than a hour to pickup the order, I also missed the sale of other washer in other store during black Friday sale. I still have not gotten a washer. My desired solution is to pay the same price for a GE washer at other American Freight store or receiving store credits to compensate the time I lost in this transaction.

  

  Business response

  12/07/2021

  American Freight contacted the customer and invited her back to the store to complete resolution of this issue.  The customer was to return on 12/4.

  Customer response

  12/07/2021

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

• Initial Complaint

  11/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  American Freight order ************ was placed on November 2, 2021 in the amount of $3,313.26. Item has not been received. Customer service was contacted on two separate occasions. Both times customer service was unable to help and I was told I'd receive communication within 24-72 hours. Communication was never received from the company within the 24-72 hour timeframe after each occasion.

  

  Business response

  12/09/2021

  American Freight confirmed the refund on 12/7/21.  Refunds typically take 2-4 days to post to an account.

  Customer response

  12/13/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  
  I am rejecting this response because:refund never received.  
  
  ******** **** ******

  

  Business response

  12/23/2021

  American Freight records indicate the customer contacted their credit provider to dispute the sale.  A chargeback was processed refunding the customer’s card and charging American Freight.  Since the customer received the refund through the chargeback, no additional credit is due.  The customer will need to contact their provider if they do not see that chargeback on their statement.

  Customer response

  12/23/2021

  American Freight has failed to issue a refund to the credit card used for purchase. No refund has been received to date. This matter remains unresolved* *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** *********** 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  ******** **** ******

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a manufacture's warranty, through the store as advised, back on June 18, 2021 through their portal. We have sent several emails / made a couple of calls for update on our warranty. This is the 2nd time we have had issues with their products. They advised they only do in store credits but at this time we want a FULL refund so we can get a recliner else where that may last longer than 6 months.

  

  Business response

  12/07/2021

  Per American Freight's Region Manager for the area, the customer has been refunded as requested.

  Customer response

  12/07/2021

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

  Company did us a FULL refund on damaged chair so I accept the business's response to resolve this complaint. 
  
  

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

*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. ↩