American Freight Furniture & Mattress — Local services in Louisville

Terrible Service.

Short version: 1st couch delivered was the wrong one. 2nd couch delivered was broken. 3rd couch delivered was 3 weeks later and the delivery service violated the instructions on how to move it. All of which involved me being shifted from person to person, waiting for a supervisor to call, which never happened.

Long version: On March 30th, we purchased a manual reclining La-Z-Boy couch from this location. The first couch that was delivered on April 3rd was the incorrect couch. I was told by the delivery service to call the store to get it fixed and they left. I tried calling the store to receive nothing but their voicemail. Living close to the store, I drove down there. I had taken the day off work to be available for the delivery, so I had time. The store was practically empty but I was told that they were too busy earlier to answer the phone. The woman who I worked with was pleasant in demeanor and told me she would email her manager and the warehouse to find our couch. Later in the day, I got a phone call from the warehouse stating that the couch would be delivered in the next 30-45 min, but I'd receive a phone call when they were 10 min away. I did not receive that call and instead they showed up within 10 min after I hung up with the warehouse. The couch was delivered and as soon as the delivery service left, we noticed that the couch was broken (see photos - showing how the movers should have felt that the wood had cracked). I immediately called the warehouse and they said that they would figure out what to do next and would call me back. The couch was apparently now on back order and wouldn't be able to schedule the delivery until April 15th.

In the meantime, I had been trying to get a hold of a manager to be able to rectify this situation in some capacity. The store manager could only credit me the delivery fee but seeing as how we wouldn't have our couch for a solid 15-20 days after we ordered it, I didn't think that was enough. I was told by the store manager, the warehouse, and the service department that they had all "emailed their supervisor" and that they would be calling me. I never once received a phone call from a supervisor. I had to call back multiple times in order to get some sort of retribution, and when I did, the person I spoke with made sure to say that they "could get in trouble for doing this" but were going to credit me back 20% of the original purchase price.

We received the correct couch today (4/20) and the so-called new delivery service did not remove the backs of the couch when moving it, despite it saying in the manual for the couch to not move with the couch assembled as the parts are not meant to withstand that kind of pressure or activity. The couch seems okay so far, but I have very low hopes for it lasting.

I would HIGHLY recommend not purchasing anything from this store. This was a complete disaster and I have never felt so unappreciated as a customer until this happened. I am also not one to write negative reviews of companies because I understand that situations happen, but this has just been one thing after another. I wouldn't want anyone else to have to...

It really sucks sitting at home all day with zero idea of when you will have your purchase delivered. Since I Uber for a living, this wait is costing me about $200 dollars. It is a shame that they don't have an itinerary, so they can give you at least a rough estimate of an ETA. With today's technology, you would think it wouldn't be that hard to do. I would suggest to anyone else that you rent a truck from Home Depot and get your purchase yourself. That would have been cheaper and more time efficient. Too bad I thought of it too late. Lol! Update : I have received my purchase, which is a king-size platform bed, and delivery went smoothly. I did notice that the delivery persons were actual employees of American Freight and not a 3rd party. This pleased me very much. They even showed up in an American Freight truck. The gentlemen were very nice and professional. Also, they followed all instruction and were very careful moving through a tight space. In addition, they pointed out that there was an item included that was not necessary. Due to a slight oversight, I had purchased a split box springs, but it wasn't needed. I was refunded the amount as soon as I called, and the issue was resolved easily and quickly. Overall, I am pleased with my purchase and the service I received. Hopefully, in the future, there will be a little tighter time frame in which to plan on receiving a delivery. I will plan on shopping with American Freight again for...

I purchased one couch from here that was delivered last week. There are two holes in this brand new couch, and I am uncertain whether they were there to start, they happened during the delivery, or they happened in the past week. I live alone with no pets and have had no guests over so it's hard to believe that I damaged the couch. There is also a spot where a tag was obviously attached, but I can't remove the plastic piece because it was attached from inside the couch.

I am sickened that there are no recourses for my displeasure as the employee who helped me was very clear that there are no refunds once the item was delivered.

My last couch was a cheap $100 futon that I purchased online, and I never had any issues like this. I sold it before buying this one and it looked brand new when it was picked up by the new owner. This couch cost hundreds of dollars more, and is already damaged only a week into owning it.

This is my first and last time using American Freight. I will never shop here again.

7/2023 update:

Harbor reached out to me but never tried to rectify problems. This is an old review but I wanted to update this to highlight their poor customer service. Once again I emphasize, do not buy any products from...