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American Freight Furniture and Mattress complaints

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109 Innovation Court, Suite J
Delaware, OH 43015 | Get Directions

(740) 363-2222

http://www.americanfreight.com

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Total Amount in Dispute:
$147,051.00

Total Amount Settled:
$768.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

32 complaints against American Freight Furniture and Mattress closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
29	Unanswered

32 complaints against American Freight Furniture and Mattress

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5/2/2024

RESPONSE: Complaint was not answered Amount in Dispute: $2,500.00 Amount Settled: $0.00

Customer Complaint

4/8/2024

Bought a brand new sectional sofa got at home. One of the pieces was a dark gray and instead of brown had to take it back all the way to Chattanooga 45 minute drive got home couldn't get it connected. Called them they were going to order a part. They would call me when it came in and never got a call. Finally called them again. Said it was backordered months went by never heard a word so I called again. oh is still on back order so almost a year still have don't connect parts on back order and they're not doing nothing about it. File a claim so I file a claim comes out. Oh, it's a vent piece. I'll order the piece. It should ship straight to you then we'll come out and put it on. Don't hear nothing back call maybe a month and a half we have to order the whole piece . The laf So I go around and round with a warranty company, which is mind you threw them the wrong piece! I had to go around and round again. I finally get the LAF. I need it home and the recliner still don't work due to the pool handle that releases and now they're saying it's not covered under warranty. I bought the extended warranty.! Resolution Sought Replace my whole couch! Or give my money back to get another one from somewhere else!

3/26/2024

RESPONSE: Complaint was not answered Amount in Dispute: $121,151.00 Amount Settled: $0.00

Customer Complaint

2/29/2024

I purchase a washer and a dryer on 10/09/21. I also purchased a warranty protection agreement at the same time. However, the warranty is for three years which would be up in October of this year. The warranty was transferred to Transform which is a part of Sears. Therefore, only my dryer was transferred at that time. I need repair on the washer now Transform does not see it in there system only the dryer. I have spoken to Ashely, Shanahan, Zander and several others at American Freight who have stated my information has been sent to Transform. I have spoken to Nicolai, Miracle, and Princess and several others stating they do not see my information yet for the washer. It has been over a week. The information was sent to Transform in contracting to Veronica. I am just getting the round around and in the meantime having to go to public laundry. I am unhappy with the customer service I am receiving. I just want my washer repaired and reimbursed for my laundry expense. Thank you, Resolution Sought I want my washer repaired and reimburse for my laundry expense.

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