American Freight Furniture, Mattress, Appliance
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From displeased to pleaded...
I have purchase numerous items from Store # on Rodi Rd in Penn Hills, PA. In the past I had issues with the customer service, the warranty claim process and the overall products I purchased. In November of 2018 I bought a sectional couch with a 5 year extended warranty. In November of last year the couch started to have issues. A very noticeable tear along the hem line of one of the cushions. I called the store and since it was just a year I began the long and tedious process of filing a warranty claim. Got no response from the store or anything. A couple months later I get ahold of someone explaining the claim we put in and they said they had no record of it and for me to do another one. At this point one of the arms of the sectional had noticeable dipping, another tear was forming and you felt all of the boards in the couch when you sat on it. Completely uncomfortable. Filled out the online warranty claim. A couple weeks later still no response. Called the store and a guy said I did it the wrong way. I had to file a Guardian Protection claim because now we are outside of the 1 yr factory warranty. Again I start over and I get a response from Guardian saying it could take 30-60 days to get a response. Couch continues to get worse, springs coming through, a 12” x 12” hole forming u set one of the cushions....I eventually call the store again and finally get Calvin on the phone. He was the manager. He helped me get an answer from Guardian that was never sent to me. He said that Guardian had denied my claim saying the damage was outside of my warranty period (5 yr?). That was impossible and he understood. He said for me to call him back the next day, he was going to take care of it in store. I called him and he said that I could come in and he would handle the replacement of the couch that was obviously within the warranty period. This past month I finally made it to the store and picked out a new sectional and he scheduled it for delivery for me. Calvin is an exceptional talent as manager. His calmness and wherewithal is a benefit to the company and this store in particular. He k we that I had been through the ringer and given the run around and now, during Corona Virus, he went above and beyond to make sure that he kept a customer, a happy and satisfied customer. Yesterday my new sectional arrived, and the family loves it. Hopefully it lasts way longer than the last one did but I know that if I have any issues, Calvin will take care of me.