RS

Mar 8, 2019

The Most Unfortunate Buying & Customer Service Experience I Have Ever Had

I saved a year to be able to purchase a quality sofa and found one I loved at American Freight. The salesman was kind and attentive. In addition to the sofa I paid $50 for fabric protection. The delivery drivers the first time were kind and took the packaging off the couch and put it in my garbage can as well as put the pillows where they belonged on the couch and left. In the morning I noticed a rip at the bottom of the couch then another rip in the back. If they had fabric protected the couch they would of seen the rips. I'm sure the delivery person saw the rips as the feet had to be put in right by them. I called the store to complain and sent them pictures of the rips and it was also agreed there was most likely no fabric protection on the couch that I had paid for. For 3 weeks I had to chase after the store to find status of a replacement couch. Even the Regional manager told me it would be in at a certain time because he found the couch in Illinois and that ended up not happening. On another call I was told it was coming straight from the factory and would definitely be fabric protected by the store since I paid for it. Finally I was told the couch was in and I was told to call the delivery manager when I got home from work the next day to see when we could set up delivery. No sooner did I walk in my front door from work there was a knock on my door that they were there with the couch. My living room is in a state of disrepair because I am redoing it had stuff all over the place because I had no idea someone was coming as soon as I got home to deliver the replacement couch. I told the young man who would not even look at me that I needed a few minutes to move items out of the way because I had no idea they were coming and no one called me. After trying to hurry and move everything they took out the old couch and brought in the replacement which was wrapped in cardboard and lots of plastic which right away told me there was no fabric protection applied to my couch that I paid $50.00 for. This was because if it was done at store level they never would of wrapped all the card board and plastic back around it. In between unwrapping the couch the man kept texting on his phone. Every time his phone buzzed he would stop and text back and forth.When they were pushing the couch back I said "Be careful there are historical pictures right behind you on the floor" I had moved them to a corner in the haste to make room. The men stopped then threw the cushions and pillows on top of the couch and started to walk out without putting them where they belonged. I told them they needed to take all the trash out they had thrown all over my floor and the man said "no". I told him last time they took all the trash please get all your trash off my floor and he said no there would be a disposal fee and he walked out. I walked to the front door and asked again for them to take it and he kept walking but said something to other man who took most of the trash but not all of it and he walked out. I thought they would come back to fix the cushions that they had thrown on the couch but they were gone. I called the store to complain, I called the delivery manager and the Regional Manager who did not call me back and my message to him I was obviously very upset. The delivery manager did call me back and said he was sorry that it happened. He had one of the delivery men call me also and he said he was sorry but he felt I was being hostile by telling him to watch out for my antiques. I don't have antiques I told him watch out where you step because the historical photos were on the floor. He said that is why he threw everything on the couch and walked out and their company policy is to leave the trash there. Really?? I just told him I appreciate him calling and I hope he doesnt treat the next delivery like he did mine. I did not know what else to say. This is a long review I know but I have never had an experience like this and it really upset me. I was so happy to finally be able to get a nice couch but now I only feel cheated and ripped off. I paid $50 for fabric protection I didn't get and I had to do the chasing to ensure that I was satisfied. My problem just didn't seem important after they received my money it was all so nonchalant. No one really seemed to care I received a ripped couch in the first place and I probably wont get back the $50 I paid for the fabric protection that is not on my couch. I really wanted to like this place I really did. I never thought I would end up feeling so terrible about the buying experience. I will never buy anything from here again. ***UPDATE**(3-12-19) I responded to American Freights request that I call them at the number provided so they could help me twice now and NO ONE has returned my call. I left my name and both work and cell number. I also emailed the regional manager of the store and called him with NO RESPONSE! I was asking him to refund the cost of the fabric protection I paid for that is NOT on my sofa. I gave up trying to tell him what happened since it appears he does not care by not responding. Next I will contact the Better Business Bureau. I may not of been helped in this situation but maybe this company will become more aware now to what is happening to customers.