American Freight Furniture, Mattress, Appliance
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Hung up on by Customer Service when requesting a refund
Absolutely awful customer service that makes the deals you offer obsolete when you realize what a nightmare the actual buying experience is. I walked into the Bridgeville, PA store and requested a stackable washer/dryer. We were shown a GE set by the salesman and decided to move forward with the purchase, paying for full delivery and installation. As soon as the delivery team arrived, they were frustrated to learn that the washer and dryer were being taken to the second floor. I apologized and said that no one ever asked for details about where this was being installed. They were very friendly and said, "this happens all the time" when people from the store don't communicate the right details to their team. While this was frustrating, what made the experience even worse was when they were shown the laundry room, they told us that they can't install a stackable unit because they aren't trained to do so. Why wasn't this communicated to us by the salesperson when we requested and purchased a STACKABLE unit? The only thing they mentioned was the need for a power cord and dryer hose, both of which were on hand and ready for install. We were again told by the delivery team that this too happens often. If this is a consistent experience, WHY wouldn't you get ahead of this issue and ensure the proper communication to your customers? When I called the store and requested to speak with customer support, I was transferred to Danielle, who from the beginning was extremely rude and dismissive. When asking for a refund, she insisted that the refund for the washer/dryer would be processed when the inventory returned to the store and that the $80 delivery and installation fee would not be refunded. Despite insisting that the delivery and installation didn't happen and that no one at the store ever indicated the installation couldn't happen for a stackable washer/dryer, she said I could "call corporate to complain" and then hung up on me. When I tried to call her back from multiple numbers, my call was ignored. So I called from another number which was promptly answered on the second ring and met with similar behavior from Danielle. I am appalled at how this place handles its customers and will not only NEVER purchase from you again, but will share this story on every outlet available until it's rectified and our full order is refunded.