American Freight Furniture & Mattress — Local services in Lubbock

I first went there on January 25th of this year to get a couch. I paid in full and was supposed to get it in three days. Well after clearing my schedule for THREE WEEKS I finally asked them to refund me. It was one thing after another and they only had half of the sectional in at this point. I understand we're in a pandemic. They should have just told me from the get go and I would've totally understood. They're quoting 45 days everywhere else too.

I went again today because I really liked that couch. I mean the product was solid at least. I talked to a gentleman in a red jacket, medium build about what had previously happened. I only asked him to be upfront about the day when they would receive them. He told me he was going to go check on that. He went and made a single phone call. He saw a couple walk in and immediately TOOK OFF TO HELP THEM.

I'm obviously upset at this point and go talk to the manager who is obviously having a bad day. He is in the middle of a call so I patiently waited and then explained both situations. I remember him because he refunded me the first time. He then replies, "Yeah, it's because the salesman are based off of commission"... I WASN'T SURE WHAT JUDGEMENT HE MADE BASED ON MY APPEARANCE BUT THAT NEITHER WARRANTED HIM OR HIS COWORKER TO NOT PROVIDE ADEQUATE SERVICE. He rudely speaks to a guest behind me asking, "Are y'all here for something?" He turns back around and tells me that it might be 45 days or so. He said he had no actual time frame as to when he could get the couch in.

Overall.... Sketchy...

Waiting for a reply from a district guy that basically said that he would help and it's...

You get what you pay for. I bought a large sectional for just under 2k. The delivery was an absolute mess. I confirmed plans with the store multiple times and they still drove to the wrong location. The delivery people themselves were very nice and just trying to do their job but the communication internally wasn't good. Now 6 months later the frame on the sectional broken and I went to place a warranty claim and it, yet again, doesn't seem like corporate and the store communicate well. Everyone was nice enough and I enjoy the furniture before it breaking but some areas are seriously lacking organization.

Update 3/6/23: As of late deceember, I went through the frustrating experience of doing a warranty claim. I was told in store to go online and online told me to go through the store. I finally got down to the bottom of the store was supposed to give me a replacement but I had to figure out how to get it home or pay them $100 to get the item to my house even though what I had was bad. (Not good customer service.) I had to go pick it up with a friend's truck after work and was there until close. Finally got it figured out and on the trunk. I get it home and unwrapped it. The fabric was torn. I call the store the next day and they assured me the next truck they would quality check it. They told me they would personally follow up and assured me they would contact me. BUT I had to bring the 2nd one back. Here I am nearly 3 months later and absolutely nothing. Changing 3...

Went in on April 5th and bought a few furniture items, not financed, paid in full. Called when I realized one item was not what I needed and was told I could return the item. I went in on April 7th to return. The employee (Cory, I believe) said unfortunately their computer aystem had been switched over which caused issues on refunding my purchase so he would have to talk to the manager on how to process my return. I called several times and finally spoke with the manager Robbie that said he would have to email the corporate office, I called several times that following week and was told he still hadn't heard back but would call, finally, 10 days later the manager called and said he figured out how to process my refund but I'd have to bring in the card I made my purchase with to credit my account back. I took my card in and instead of my payment being refunded, Robbie charged me AGAIN for the item and then I was told they couldn't fix it and the corporate office would have to cancel the payment and process my original refund. So here we are 14 days out from me returning my item and not only have I not received my refund but I have also been charged twice for the item and no one can manage to give me any answers...