After our tax returns this year my husband and I decided to buy a new bed. We went to American Freight and chose a bed that best suited our needs. We chose the king size memory foam Nordic Rest. American Freight calls this the Luxor. We were very happy to get it home since we were used to sleeping in a queen size bed. The first week the bed was wonderful... After that our backs started to hurt and we noticed the bed was sinking. For that bed being a memory foam - it DOES NOT hold its shape! I called into American Freight and spoke to our salesman - Jonathan who told us to lay a yard stick across the bed were it "dipped" and take pictures and bring them into the store. We did so and took the pictures in as we were instructed. We were told by the store manager Terry that he would have a return authorization number for the bed in no more than 2 weeks. While we were there we saw a bed set that we like so we went ahead and paif IN FULL for the bed. It was not in stock so we would have to wait 3 weeks to get it.
Well... 3 1/2 weeks later on a Sunday... After speding countless hours at the chiroprator because my back was killing me from that wretched bed and calling several times to see if our bedroom set was in, my husband and I decided to take a trip to American Freight. We were REALLY mad that we were not contacted yet. We found out that Terry - the manager had been transferred stores - so that is why no one called us to inform us about the RA # for our mattress! Doug - the "new" manager told us he had a bed in stock and he could deliver it for us and just swap it out for the old one! Wow - that was hard for someone to pick up the phone and call us - huh? While we were there we found two night stands in the clearance area with minor scratches on them that matched our bedroom set perfectly. We decided to swap them out for the nightstands that we got to go with our set - saving us $100.00! I thought this was a great deal until it took Doug and Jonathan 1 1/2 hours to determine what our refund would be for the difference! We were astonished how long it took. After that grueling 1 1/2 hours, we were told we had a store credit of $106.75. I said ok here is my debit card that I paid for it with - just put the credit on my card. They said "Oh, no we only give store credits." I said I payed with my card and there is a note right there on the wall that says "No cash refunds - Corporate checks only." Ok - you can send me a check." To that Doug told us only Brent can do that. Brent is the Regional Vice President for the Columbus Market of American Freight. I got his number and called and left a message. After leaving 5 messages with NO returned phone calls, I decided to call the store yet once again. And what do you know... Brent just happened to be there that day - the sales associate that answered the phone told me he was in an interview but he would have him call me as soon as he was out. After waiting 2 1/2 hours - and knowing interviews dont typically last that long - I called the store AGAIN. Guess who answered? Yes - you are right - Brent! Finally I thought I was getting somewhere. After telling him that I was extremely dissapointed in his customer service by not calling me back and telling him he was VERY unprofessional I began to tell him my dilemna with his store. He was not understanding at all and kept reassuring me that his store has done nothing wrong. Can you believe that it took over 9 minutes just for him to applogize to me for not calling me? What a rotten way to run a business. I was so upset I told him I wanted my bed swaped out for the new one and I wanted to cancel my whole bedroom set and get my money back. Nope - I was told I could only have a store credit! I spent over $2000 on my debit card - basically cash and I could only have a store credit. After arguing with him on the phone for 15 minutes... He says "can you hold?" I said no - as i was in mid sentence... The jerk put me on hold anyway! When he came back to the phone I demanded the coorporate phone number. He assurred me that he was the highest he could go and above him is a board of directors. I asked for their phone number or address which he refused to give to me.
I will never do business with them again! I cannot believe they can take your money and once they have it refuse to work with you. Brent is a rotten rotten man and i hope his "board of directors" hears about what he did!
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