ComplaintsforAmerican Freight

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a wall oven from American freight and Newark Delaware in August of 2021 I get it home and have an electrician wire it and it doesn't work I immediately call the store which informed me of a no return policy to call the manufacturer which I did as of this date the wall oven still doesn't work the manufacturer is saying they just have to keep replacing parts until it does and the store bears no responsibility I feel that they should have sold me a working product and that should supersede the no return policy to add insult to injury the manufacturer informs me that the model is an old model 2 years old and that it really shouldn't have been covered under warranty I had to prove that I just purchased it please if there's anything you can do to help me with this issue I surely would appreciate it thank you.

  

  Business response

  11/29/2021

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

  Customer response

  12/08/2021

  
  
  ********** ********
  
  I am rejecting this response because: 

  Please be advised that I did accept their offer to return product to the store,which I did.  Now I'm still waiting for my refund which was to happen within 7-10 days it has been since Nov 30 no refund as of yet.

   

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

  

  Business response

  12/13/2021

  The American Freight store confirmed the refund was issued and American First Finance contacted the store to confirm it was a valid refund.  The store confirmed and the refund was processed as indicated.  It takes 7-10 business days for an American First Finance refund to get to the customer.  If the refund is not received in 7-10 business days, please let us know.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Lane couch from FFO in Joplin Missouri on 06/26/2020 I submitted a claim November 2020 because a board was broken in the back of the couch. I waited and waited and waited and never heard anything back so I called FFO to be told they sold to American Freight and there was a new process. The couch has had springs break since I submitted the original claim. I resubmitted a claim though American Freight and a couple of months later I get an email rejecting the claim because they could not read the law tag. I yet again resubmitted ANOTHER claim on 09/13/2021 and have still not heard a word!! I called the store speaking to the manager and was told they have 60 days to respond, I waited yet again. I called the store again 11/22/2021 to be told I just have to wait on the manufacture there is not a set time.

  

  Business response

  11/29/2021

  Warranty claims are handled by the manufacturer.  American Freight is not involved in the decision process used by the manufacturer.  The customer information has been forwarded to the manufacturer but an open claim was not located.  American Freight has forwarded the information provided on behalf of the customer so the manufacturer can review.

  Customer response

  11/29/2021

  
  Complaint: ********
  
  I am rejecting this response because: I have already reached out to the manufacturer and they have stated I cannot contact them that American Freight would have to contact them.

   

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

  

  Business response

  12/15/2021

  American Freight contacted the manufacturer and was told the claim was denied due to an issue with the law tag.  The original customer was ***** ******.  American Freight emailed the customer's granddaughter who filed this claim and attached an example of the law tag.  The manufacturer will not review the claim without the law tag containing their manufacturing details.  Once the law tag is received, it will be sent to the manufacturer for review.

  Customer response

  12/16/2021

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

*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. ↩