In 2006 I purchased furniture from the Louisville location. The total was over $1700.00. During this time I underwent unfortunate and unexpected financial problems. However, their lay-a-way policy was that as long as you made bi-weekly payments in any amount your furniture would be held. My payments lasted for just over a year. I was late by one day which was approved by the manager. I think the store was actually closed on the day the payment was due but I am uncertain.
Once I paid the final payment on the furniture I was informed that it was discontinued a while back and they didn't have it. Granted if I had known this I would have cancelled the lay-a-way rather than keep making payments through what was a difficult time financially. I was then directed to speak to Jay (The regional manager.) Jay told me, "Their is something up with this that you're not telling me. This sounds like an issue I will have to look in to. I believe you're lying to me." Are you serious?!? For 3 weeks he didn't call me back. I finally reached him at which point he was very rude and confrontational. He said, "You were late one week." (Yeah I told you this the first time on the phone.) "Their is nothing I can do even if the manager ok'ed this. You'll be lucky if you get anything at all." Really? I paid your company in good faith for furniture and did everything I could on my end. I even called a few days in advance to speak to the manager to explain why the payment would be 1 day late. How many consumers would show this sort of courtesy? In my experience not many.
Well I returned to the store trying to get the matter solved to no avail. One year later I returned to speak to the manager as I have to get this issue solved. I am moving to Australia at the end of the year. Moving furniture that I didn't select, that I am being forced to take would not be an option. I spoke to a manager who called himself Elvis. Elvis goes by many different names. This isn't his real name. He explained he would contact corporate to try to get something done but told me he doubted anything would come of it. I guess nothing will if you are a manager who doesn't intend to contact your boss. I found out he never called. So I did.
I called and asked for Susan. Apparently the owner Steve reads these things and had mentioned it on another report. She told me that Elvis and Jay had been let go and given my experience that should explain enough why. I spoke with her today. She informed me she may not be able to do much but she would try and give me a call back. I am now waiting for my call in hopes that something can be done. I'll update this report with more info as it comes.
From my experience I would stay away from American Freight. Through my experience I have been treated with hostility and by far the worst customer service I have ever heard. If my situation isn't solved soon I am already planning legal recourse and seeking interest on my money they hold.
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