American Freight Furniture & Mattress — Attraction in Augusta

THIS BUSINESS DOESN'T EVEN DESERVE THIS ONE WORTHLESS STAR I HAD TO SELECT TO EVEN POST THIS REVIEW!!! AMERICAN FREIGHT IS ABSOLUTE GARBAGE!!!!!

DO👏NOT👏EVER👏PURCHASE👏FURNITURE👏FROM👏 American Freight Furniture and Mattress (1708 Wylds Rd, Augusta, GA 30909)👏 This store has treated me with the absolute worst respect and provided the utmost despicable customer service I have ever received as a customer.

I placed an order for a bedroom set on 09/29/23, and including the fee to have them deliver our furniture to set everything up and put everything together, the total came out to almost $1,400. I was told our delivery would be in on Saturday 09/30/23 and the associate at the register even expedited our order to be delivered before 3:00pm. Well 2:45pm rolls around and I have heard nothing, so I called the store to find out what the ETA was going to be on our delivery, and the associate I spoke with basically said it's on the truck but he doesn't know when it'll be delivered. Great, thank you for your help buddy👍😑 5:30pm rolls around and still no delivery, and no call as to when the furniture would be delivered. So I called them again. This time, it was a female associate who says that the delivery guys were currently loading the truck and our order would be delivered within 1-2 hours. Which confused me, because the previous associate I spoke to at 2:45pm said our order was already on the delivery truck and on its way?🤔 Well 2 more hours later and still nothing - no phone call updating me on the status and no delivery. So I call the store AGAIN. This time, they refuse to answer the phone - I called 12 times. In the meantime, I receive a phone call from an unknown number, so I answer it, and it's the incompetent delivery driver who begins to give me every excuse as to why it's now 7:30pm and they still haven't delivered our furniture, stating that they "noticed" one of the pieces we ordered was broken, to which I cut him off and said,"I don't CARE about the broken piece at this point, I need our bed delivered and put together because we literally have NOTHING to sleep on right now!" To which he replied, "WHOA WHOA there's no need to be disrespectful!!" and then proceeds to hang up in my face!!!!! I called him back twice, to which he sent me to voicemail both times, then texted me and told me not to call him again or I would be blocked. WOW okay! So, Jackson calls him and he answers, and said because I was hostile it was "against his religion" to deliver the furniture. I'm sorry....against your religion???? How does that even make sense??? So delivery never occurred Saturday OR Sunday. So I proceeded to contact corporate yesterday to explain the issue as to what happened and have them rectify the issue. The corporate associate I spoke with contacted the store I purchased the bedroom set from to get their side of the story, and returns on the line with me and proceeds to tell me, "They said you were incredibly hostile, making the delivery drivers uncomfortable to come deliver your furniture. They said you can either receive a refund on the delivery and set up fee and come pick up your furniture (to put together ourselves) or receive a refund on our entire order and purchase a bedroom set elsewhere. Are you kidding me????? YOU, as a corporate employee, are going to allow this store to refuse service to a customer because they were clearly upset and honestly had every right to be and it caused your male employees to be "uncomfortable" delivering furniture to their home??? I'm a freaking female!!! What am I going to do??? Shoot them??? Like get real! I never threatened anyone. I was upset yes, but I was never "hostile". This company is such a joke, and their corporate office won't do a thing to correct any issues. I've been told 3 times that the regional manager would be reaching out to me. Have they???? HA - of course not! They literally don't care about customer service or their customers. Absolute joke. I literally hate them so much it...

Update: Went in person 7/22/22 to see about my purchase. My item arrived incomplete— I was waiting on a couch with an ottoman piece. The couch arrived but not the ottoman. Jackson offered me delivery (I had already paid) of my couch same day with a different ottoman piece that will be swapped out when my other piece arrived or to wait until the ottoman arrived for complete delivery. Obviously I wanted my couch so it was delivered same day. Still, I hold the same sentiments that I shouldn’t have to go in person every time I need to get in contact with them. Communication is key. Unfortunately, not everyone answer the phone especially during the week. If you have a question wait till Fri-Sun when Jackson is working.

Summary: terrible communication with customers

I was waiting to write this review because I haven’t received the items I purchased yet and maybe that experience will increase the rating but I’m over waiting. This rating encompasses two different experiences beginning in May (14th) and one in June (10th). In May, I purchased a dining set that Jackson stated would not be available until mid-end of June. That was okay with me because the need for the set wouldn’t be until end of June anyways. Paid in full including protection plan and delivery cost. I was told I would get a call with an update 2-3 weeks later. No call ever. I finally get up to Augusta on 6/1 and had to visit the store in person after calling 10+ times because no one answered the phone. Once I arrived, I was the ONLY customer in the store and the staff (Seth, I think is his name) was sitting at the front of the store not doing anything. I asked about my order and was told the chairs arrived but not the table. I asked for a timeline and was told there was no way to get one because the company didn’t have a timeline for the delivery (totally understand, Covid impacted supply chain management as well as delivery). I leave. Fast forward to two weeks later (6/25 or around there), I’m still waiting on the table and still haven’t received any update. I try calling the store AGAIN to no avail. I got up to the store and once again only Seth was working at the time. I ask him to look into my stuff and he still says the table has not arrived. This time I’m more pestering about a timeline and he tells me that “The manufacturer is supposed to make a delivery today if you want to wait around for them so you can ask them directly). So I waited. After about 15 minutes, Jackson shows up and i guess Seth was off. Jackson asks me if i need help and i told him what i was waiting around for. Another 30 minutes passes and I go up to Jackson to ask him when the manufacturer was going to arrive. He tells me that they aren’t scheduled to make a delivery today and he doesn’t know why i was told this. He then checks on the table in the system again and learns that it’s backordered and basically tells me that he doesn’t think i should continue waiting for the take to come in and if I wanted to purchase another table my money could go towards that purchase (he also offered a refund). Irritated at this point, I just said forget the table but in this same visit, I was trying to purchase a couch. I used the money from the dining set that never came towards the couch and was told that the timeline for the couch to arrive at the store would be 3-8 weeks but Jackson stated it usually comes within 3-4. He said he would call in 2 weeks to update me. Obviously, I haven’t received a call. Now, (7/16) we are 4 weeks out from that purchase and I have heard not a single update or word for the couch. I called today. Like 30 minutes before I made this review and STILL NO ONE ANSWERED THE PHONE. I shouldn’t have to drive up to the store every time just for them to tell me my stuff hasn’t arrived yet. Only reason they have 2 stars is because Jackson actually tried to make things right for the 8-9 week wait for a dining set...

If I could give them a "no star" I would. This is the worst store of American Freight that I have shopped with. Customer service (manager)was great when I brought some items from them, it was afterwards when then the customer service was awful. One of the items was broke which I informed them when they open the next day. I was told that they would send me another item out that same day, it never came. The next day I was told the same thing again it never came. The manager apologize the day I spoke to him due to him being off. He inform me that he would give me a credit of something in the store as well get me a new item. I called back after 1 or 2 weeks later to check the status of the new item only to get more lies and a run around. Husband had to get their complaint office number. We called the manager's manager which we did not get a call back from the message we left. Called the main manager which was about a week after 1st call. The main manager said I could get a refund of the item and they would pick up the item. Fast forward to another week later. No refund and the broke item is still in my home taking up space. Finally had the bank to contact them to put pressure on them lol. The manager was rude to the bank lady and very nonchalant about the whole situation. He gets a very low rating from me as a customer who spend my hard earned money to make sure he have a job in the business that he operates. But guess what I bet I will get my money back. A customer like me who spends over 2,000 dollars or anybody who spends money with them PERIOD should have a great review with them. FYI the items in the store are already made of cheap material, your refund policy needs to change and the drivers they have to deliver your items are not their main employees either, they are people who have their own trucks. This store should invest in proper delivery service as well proper managers/employees. I will never shop at this store again. My time and money is valued. Your store gets a negative review and I will make sure to tell who ever to not shop with ya. The store is really ghetto and ratchet if you ask me. Need training in proper...