American Freight
Delivered the wrong couch and has been dragging out the process to correct their mistake!

I ordered a sectional, the last one available, so at a discounted price, and with no returns, which I knew at the time of delivery. However, there were 2 of these sectionals available, one of which had all matching cushions, and the other did not. They delivered the couch with the cushions that did not match, which would be a couch I definately did NOT want. I told the delivery guy I did NOT want that couch, and he call Rachael, the representative I was dealing with, to notify her of the mix up, and she stated she could do nothing because I purchased a last available couch with no returns. I stated I understood that; however, this was not the couch I purchased, but if she could get the two cushions to match, I would keep this couch, and Rachael agreed. She stated it would take 6 -8 weeks to order. 3 MONTHS later Rachael still had not contacted me, so I called her, and she stated the cushions still had not arrived, and she would reorder them. I called again another 2 months later, and she was not there, so I spoke with a manager, and she said there was nothing stated in my account of this complaint, and she wrote it in the account at this point. Rachael then called me the next day stating she would reorder them again. 6 weeks later, I called again, and Rachael stated only the cushion cores came in, with no fabric, so she would reorder them AGAIN. Another 6 weeks later I call to find out that the Rochester location is no longer open, and my calls are being forwarded to the Buffalo location, and I have to deal with a new representative. Who now needs to reorder my cushions again. She then reorders them, and gives me an exact date as to when they would be in, and tells me to call, which I do, and they are in. She begins to arrange delivery, which I catch in her statement that they are again cushion cores, so no fabric. So I question her about this, and she states I need to keep my fabric, and I question her why, because it does not match my couch, and how am I supposed to get it on the cushion. She apparently did not understand my complaint, and then said she would call me back after she reread the complaint. I had not heard back from her later that day, the cushion cores did not arrive on the planned arrival date, and when I call to discuss the matter they place me on hold for 10 minutes because Shannon (the manager) is on vacation for a week, and someone is filling in; well I got annoyed and hung up, and here I am looking for a corprate number to contact venting my frustration for having an unmatched couch for 8 months!

Company: American Freight
Country: USA
State: New York
City: Buffalo & Rochester

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