American Freight Furniture, Mattress, Appliance
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Broken fridge, broken promises, broken trust
We purchased a refrigerator around November 2020. It took months for it to arrive. When it did, a single person (without a mask) was sent to make the delivery. The refrigerator fell completely on its side, was dragged up the driveway, and the delivery person said nothing. He also failed to bring it in the house, a service we had paid an ADDITIONAL $600 for. We let that go at the time knowing we'd just ask for a refund. As to the refrigerator, it was destroyed beyond service. We have the whole thing on video plus two neighbors saw it and asked if we'd been told. Nope. We worked with American Freight to handle this. The 'manager' they assigned to us was not interested and was unresponsive. Eventually after a few months we found a second refrigerator that wasn't the same but 'close' and accepted it. The manager asked us to put in a new order to buy it, we did. It was listed as 'New out of box.' In reality it was damaged. They had also not refunded us yet for the original refrigerator. They now had our money twice and we have zero refrigerators. From that point on American Freight went virtually silent. They did not respond to emails or phone calls. The only way I was able to get anyone's attention was to submit a complaint to the BBB and via the Attorney General of my state. That at least earned me a call back. In January, we finally received the refund for the first refrigerator. The new manager we were working with (thanks to the BBB) was apologetic, nice, and committed to resolving the problem but did mention a shortage of refrigerators due to COVID. We agreed to 45 days to find one, which was a lot, but I felt so put out that I was committed to American Freight making this right. In February I received a call that a refrigerator had been located and that it was in great shape. To the credit of the manager, this was a nice and very expensive unit. More than what we had paid. Unfortunately it lacked the two critical features we needed: Counter Depth (our kitchen is narrow) and black stainless steel. I turned this down. It is now March, Lowe's has the exact unit we wanted, can deliver in 16 days, at zero charge. We've just asked for a refund even though we were never given what was promised and American Freight held onto our money for months. We will never do business with them again. I guess the 1.4 star rating here is telling. Buyer beware.