American Freight Furniture & Mattress — Local services in Decatur

I purchased a sectional 1 year ago and had a great experience, fast help from the salesman, gave me info about financing, warranties, and shipping. Since the experience was so favorable, I went back in today (Decatur IL location as before 3/14/16) -but was not met with the same great service. I actually called ahead to see if the Ottoman was available in the store after waiting since last ear for it since it has been on backorder. I get there speak to the Store manager Shay (which is who I spoke to o the phone) and tell her im there for the ottoman we discussed. She searches for it, finds it, and then hands me off to another associate to finish the sale. I opted to use financing as I have an open line of credit with the company they use PFC- this is where the issues began, Shay handed me off bc she wasn't completely sure how to submit the paperwork, the associate Derek she handed me off to wasn't capable of doing it either, so after waiting almost an hour for him to try and complete 1 form that they called PFC on and discovered I Had the credit I discussed, and walking away from my sale multiple times to help others, I gave up and left. I called while in the parking lot after being extremely frustrated and spoke the Shay the manager, I wanted to file a complaint against the entire store for the treatment I received, upon that she told me she was in charge of all stores in IL and she was the top- I asked how she would fix the situation and she just apologized and asked me to come back in. No offer so remedying the situation. Very poor service, and no one to own up to the let down- Prices are great but with this service I would rather pay more and get...

I purchased a dinning set from American Freight to which I never received. I contacted the store via phone on several occasions. On the first occasion I was told it should be coming in soon but they were unsure when they would receive the set. On one occasion I was called by another American Freight store from Champaign, IL to see if I liked the living room furniture that I had purchased the day before at the American Freight store in Decatur, IL. My husband told them that we loved our furniture but explained we had waited for over a month to receive our dinning set. She then told him that she had one in stock in her store and said she would send it to Decatur, IL store. After waiting a week I called the Decatur store and was told it still wasn't there. Calling on a couple more occasions after 59 days we decided to go to the store and ask for a refund. The customer service was horrible. I gave them my receipt of which I paid cash for my item. I was told I would receive a refund within 14 days via a check in the mail. When I pay with cash I expect to receive a refund in cash and that is just not the case with this company. I am a very dissatisfied customer. After ordering my dinning set in mid October now I will not have a table until after Christmas whenever my refund check arrives. I was not pleased to be lied to on many occasions that my dinning set would be in. Will never purchase from this company again....

We were told when we put our furniture on lawaway to give them a 30 day notice before paying it off to ensure it would be in stock, well my husband went in every 2 weeks to make a payment and kept telling them when we would be in to pay it off, each time they assured him they had 1 of each of our items there, and had another ordered, they were just waiting for the delivery. Needless to say he goes in pays it off and of course they don't have all of the items conveniently they just sold it 3 days before, yeah sure you did. Then they proceed to tell him they never told him any of this. I was there I heard it with my own ears so basically they were calling us liars ( yeah that's great Custer more service) then you can't get a refund REALLY BECAUSE I BELIEVE THAT WAS OUR MONEY WE PAID WITH! Every person in the store tells you something different maybe you all should make sure your telling the same story. I can't testify as to how well the actual product is because I don't have it. Our intentions were to buy a dining room set after paying our current layaway off but now I WILL GO ELSE WHERE. If you want to call it layaway then make sure you have the customers product in Stock, no one wants to pay an item off then not get it, that's walking a fine line to...