American Freight Furniture, Mattress, Appliance Reviews

I was very satisfied with the help I received from Steve at the store located at 220 Rector Dr. Texas 78216.

On November 28, 2020 I purchased a KitchenAid dishwasher from the American Freight store in Amarillo and paid to have it shipped to my residence just outside of Houston. I was looking for a specific KitchenAid dishwasher model, and in a hurry to get it delivered and installed before Christmas. American Freight had the model advertised without scratch or dent at their Amarillo store, so I purchased it in haste without properly vetting American Freight or Sears Outlet. The dishwasher was delivered in a reasonable time; however, when my installer removed the cardboard that had been haphazardly taped around the dishwasher, he pointed out four major dents and multiple scratches on the door. The damage includes both sharp and creased dents, so either the dishwasher was not properly packaged for shipment or had an extremely rough ride. I immediately called the Amarillo store and spoke with an assistant manager, who assured me the unit left the store without scratch or dent and that this must have happened during shipping. He also assured me that I would be compensated for the damages. Since I needed the dishwasher, I agreed to install the unit and deal with the cosmetic damage later. My installer promptly installed the unit and was testing it when he discovered water leaking from the pumping module assembly. I immediately called the assistant manager back at the Amarillo store, and he said he would have a Kenmore repair person contact me and schedule an appointment. He also said, if I had not heard from Kenmore repair by 2pm Monday of the following week, to call him back. I never received a call from Kenmore repair and called the assistant manager back late Monday for his assistance only to be informed that he was off Mondays and Tuesdays. The fact that he was scheduled to be off must have slipped his mind, so I called back on Wednesday and was informed this individual had taken the day off, but they did take my information so he could call me back. Never called. When it was obvious that the store was not going to help, I called the customer service number on the purchase order. I explained my situation to customer service, and they informed me that I would have to deal with the Amarillo store directly. If customer service is not going to provide customer service, why is their contact information on the purchase order? Subsequently, I called the store and customer service multiple times never to find anyone that could help me. During my final call with the store, the person I was speaking to told me that American Freight had filed a complaint with the shipping company and that their manager would call me within 24 hours. I asked for the manager’s name, but this person could not recall. Never called. I am deeply concerned for the staff at the American Freight Amarillo store, not only do they forget to return calls, but they also cannot remember their days off or recall their managers names. What are the odds they will remember they sold me a dishwasher that was delivered damaged and does not work? A reputable company would take responsibility for their sub-contractors and if something is damaged during shipping, American Freight should have attempted to reconcile the damages with their customer regardless of whether they file a complaint with their shipping sub-contractor. Scratches and dents aside, the dishwasher leaks and therefore is not usable. American Freight should have had someone out to assess this problem and either repair it, replace it, or refund my money. It has been almost three weeks since I initially reported this issue to American Freight, and they have yet to communicate their intentions regarding this matter. As a Quality Auditor, I am tasked with assessing organizations to determine their ability to deliver what they promise. No organization is perfect, so how customer complaints are addressed is a major factor in my assessment. Incompetency and poor communication are often the root cause of customer dissatisfaction; however, the continual runaround and level of deception in this matter would lead me to conclude they are not just incompetent but unethical as well.

Absolutely horrible customer service. Do not purchase the extended warranty. My couch broke within 2 weeks of purchasing. Love seat I fixed on my own 2 times. N9 care or respect when I went to inquire about honoring the warranty

Let me tell you one thing I work in customer service and I will always be nice at first, I have been waiting for 3 months now for call backs and have gotten nothing. all I'm asking for is a call back, that is not hard or to much to ask for. I took a love seat off the floor and it was ripped, was promised another would be ordered and it would not take months.. Here I am 3 month later ands 3 calls to the store and nothing. yes this last time I was rude which I don't like to be but enough is enough, its been a tough year already. all I'm asking for is a call back and some compensation for the damaged couch. Also i was told there is no phone number that can be given to me to call, I have to wait for a call back...yet again

Prince William, VA Store I called already highly irritated because of another company and I got April. I was in no mood for foolishness, unprofessionalism or bad customer service. Let me tell you April answered the phone and was "ON POINT" she was very helpful she was able to provide me with answers to all of my questions. She provided me with options to assist me the best way she could. She made me comfortable about driving an hour to the store. I didn't feel like it would be a waste of my time. I was right!!! Thankfully, she was able to show me the products that were available that were close to what I was looking for. I was still a little uncomfortable because the color didn't match exactly to what I wanted (black vs black stainless steel). April pulled another appliance around to help me see that the color difference wasn't going to be as bad as I was thinking. WOW!!!! who does that?!?! She took her time with me and I was actually happy and thankful when I left the store. I wish I could buy everything with customer service like this. I really Appreciate the service that I received from the phone conversation with her to the final purchase of the item.

I ordered a Kenmore microwave over the range online on November 27,2020 and was supposed to be delivered for pick up on Dec. 11 in the Arlington store. It was rescheduled to Dec. 19. After one week again was rescheduled to Dec. 29. Ridiculous! They say the problem is from warehouse. I don’t know what the hell is going on in your warehouse and don’t want to know either. I’m just a simple customer who believe money doesn’t grow on the tree and I’ve worked hard for every penny I make. They should be out of business. They have kept my money for 22 days and I don’t have the item yet, stupid! So I had to cancel my order before another reschedule. Never do business with them. Never ever! Nobody’s responsible. The customer service guys just repeated the same sentences over the phone every time I call them: your order has been rescheduled to Dec. 29. Are you sure you won’t reschedule Dec. 29 to January 8 ? They don’t let you to talk to their supervisor because there’s no supervisor. They never follow your actual order status. Even manager of the store in Arlingtin had no idea where my order is and asked me to call customer service again. Sounds like they’re making fun of people and wanna play around with them. I think they've assumed the people bunch of fools🤬🤬🤬🤬. No absolutely! This is not the way to do the business.🤬🤬🤬🤬🤬

Awful experience: I ordered combo microwave wall oven on 8/15/20. The ovens were delivered end of Sept, but had been damaged during transport, which the driver appeared to know but delivered regardless & didn't inform me or give me right to inspect or sign for. I was told that items would be picked up & credited then I'd have to re-buy. I went through the entire process of return, credit & reorder. My reorder was 10/14/20. The delivery was delayed for approximately 1 month without explanation or contact & completely lost for a couple of weeks. The item delivered was the completely wrong unit and also appeared to be a new model oven combined with an older model repaired/refurbished microwave. I had ordered & paid for new unit. I was told by customer service that I had to exchange if similar model was available. The incorrect ovens were picked up on 12/5/20, still no refund or exchange processed. I've been talking with the helpful store manager the entire time. He has emailed their main office several times to process the transaction but nothing is happening. I've called customer service several times but get nowhere. It has been over 4 months of dealing with this & the customer service has been awful.

Sam Chong and his Team at the Pearl City Hawaii Store CONTINUE to be VERY, VERY HELPFUL with all of my families and friends appliance and service needs. Sam's staff is very personable and professional, answering all my questions and doing their best to find the best products to meet our family budget. THANK YOU!

I purchased a dinning set from American Freight to which I never received. I contacted the store via phone on several occasions. On the first occasion I was told it should be coming in soon but they were unsure when they would receive the set. On one occasion I was called by another American Freight store from Champaign, IL to see if I liked the living room furniture that I had purchased the day before at the American Freight store in Decatur, IL. My husband told them that we loved our furniture but explained we had waited for over a month to receive our dinning set. She then told him that she had one in stock in her store and said she would send it to Decatur, IL store. After waiting a week I called the Decatur store and was told it still wasn't there. Calling on a couple more occasions after 59 days we decided to go to the store and ask for a refund. The customer service was horrible. I gave them my receipt of which I paid cash for my item. I was told I would receive a refund within 14 days via a check in the mail. When I pay with cash I expect to receive a refund in cash and that is just not the case with this company. I am a very dissatisfied customer. After ordering my dinning set in mid October now I will not have a table until after Christmas whenever my refund check arrives. I was not pleased to be lied to on many occasions that my dinning set would be in. Will never purchase from this company again. Buyer beware

The sales assistant Ry was awesome and very friendly. Showed us many couches and comfort until we picked out a perfect couch and loveseat! Thank you Ry we will be back

I just recently made a purchase from here although it's still early I love my sectional but I have to say something about the great customer service that I received from Marcel it was awesome in the Shreveport Louisiana store.

THE WORSE CUSTOMER SERVICE EVER!!!! WE WENT TO THE ONE ON RODI ROAD IN PENN HILLS PGH PA.WHEN WE ENTER THE STORE NO ONE EVEN ACKNOWLEDGE US SO AFTER 10 MINS WE ASKED FOR HELP THE GUY SAID ONE MIN AND WENT TO THE BACK SO AFTER WAITING ANOTHER 10 MINS I WENT TO THE BACK WHERE ALL THE WORKERS WERE JUST TO BE TOLD TO WAIT UP FRONT SO AFTER A HALF AN HOUR A GUY SAYS CAN I HELP U SO I TOLD WHAT I WANTED HE TOLD ME THAT HE'S NOT LIFTING ANYTHING BECAUSE THEY DON'T PAY HIM ENOUGH AND HE IS JUST A NUMBER TO THE COMPANY SO WE WALKED OUT .WE DECIDED TO COME BACK TO C IF WE CAN TALK TO SOMEONE ELSE WHICH THE YOUNG GUY MARICE HELPED US.THERE WAS A SUPERVISOR THAT WAS THERE ALSO WHO STOOD THERE DOING ABSOLUTELY NOTHING.EVEN HE WOULDN'T HELP US .YOU WOULD OF THOUGHT THAT HE WAS A OUTSIDER LOOKING IN.I WILL NEVER EVER SHOP THERE AND WHO EVER OWN THAT STORE U REALLY NEED TO KNOW WHAT GOES ON IN YOUR STORE!!!!

I would like to thank Arturo Ochtoa for the excellent service he provided when I bought a bedroom set on 09/06 at Scranton, PA. Arturo took his time to go over my option, as far as the bedroom set quality and financing. He was helpful, respectful and a great communicator. A week after I came back to purchase a mattress and he assisted me in picking a good quality mattress that is within my budget. He also notified me that another branch of American Freight is opening in Wilkes Barre that is closer to where I live. On 10/25 I went to the Wilkes Barre store and was glad to see that he was there. Again he assisted me when I purchased a dining room set, coffee table and lamp shade. I'm still waiting for the sofa and another bed to come in to purchase as their out of stock. Arturo has a great commitment to customer service and should be commended highly, he should be promoted as a manager. American Freight is successful because of employees like him. Sincerely, Raquel

Do not buy appliances from this company. They are not simply a "scratch and dent" retailer - they also do refurbishments (ie, install replacement parts). I didn't realize this, and did not purchase a warranty. My fridge did not work from Day #1 and they would not provide a refund.

Ry is a definitely plus to this place. He is beyond helpful and explains things clearly. He makes shopping here a great experience. We will be back. 😊😊

I went into America Fright on camp bowie and Sonia was very helpful i really appreciated the way she helped me and the store s Was nice and clean i will tell all my friends. Thank you very much

Fenton, MO AF store, worked with Andrew, excellent mgr, purchased a sectional, dinning room table and a few other items. When delivered the table was damaged beyond use from a forklift, the sectional was scratched and torn either during delivery or when the two rocket scientists posing as movers rammed the sectional through my front door without measuring the smallest side of the sectional to bring it thru the door, plus standing the sectional on end and on driveway concrete using a dolly. Pointed this out to them and they said, what do you want us to do, that sectional is cheap sxit! I called the store and said that they are taking both damaged items back and replacing it ASAP! It’s been two weeks and still nothing has been done. You get what you pay for in most cases, this one includes horrible shipping prep and the simple task of being able to think, I wouldn’t recommend using them again. Be aware of the 361% interest on financed purchases after 90 days, that’s taking advantage of people.

I ordered a popcorn maker, and they sent me a men's trimmer. I sent them several emails after seeing a shipping update that said they were sending me the wrong item, even though my original receipt had the correct item. They still haven't responded to any of my emails. I filed a claim on PayPal, and they didn't respond to that either. I eventually did get a refund from PayPal, but it took about two weeks to get it. I had my boyfriend try to order from then again, thinking maybe they just messed up my order, but he also got an email that said they were shipping the trimmer, except this time, it said it was sold out! I would not order from them online again, unless I call them first and confirm they actually have the item.

Larry in the Carnegie store was very helpful and very knowledgeable about everything. He was very kind and treated us with the utmost respect throughout our visit and purchase. I would highly recommend going back to again solely due to Larry.

I bought a freezer in September and a couple weeks later, someone calls to confirm the shipping address and delivery date. I was told the shipping was going to take 2 weeks. Sounds good. A month passes, I finally get tired of waiting and call customer service. After being hung up on 3 times and being put on hold for 20 minutes, someone tells me my order was cancelled because of damages to the freezer and that a refund had been issued the day I received that call, the day I thought it was being shipped out. First of all, I was never notified that the order was cancelled, so this entire time, I was under the impression that the freezer was on its way to me! No emails, no calls, nothing. Secondly, I was never refunded? After arguing with the service rep, he proceeds to tell me a refund will be issued in the next 2 days. So if I had never made this call, I would have lost hundreds of dollars and not known it. Terrible customer service too, the people I spoke to all sounded as if they wanted me to stop bothering them. Do yourself a favor and shop somewhere else!