American Freight Furniture & Mattress — Local services in Moraine

Allow me to preface by saying this is not a review of the employees of American Freight, but the store and its policies.

I bought a mattress last year, specifically a Serta. I believe it was the most expensive one they had, but I could be wrong about that. Suffice it to say it wasn't a cheap one. On the second day of using it, my back felt like it was broken. I looked at the mattress and realized there was a HUGE dip in the center.

I called three times of a period of a week, and kept leaving messages with employees. Sometime later, someone called me back (not sure how long,) and told me to talk to someone specifically, and gave me the name and when to call. Keep in mind, I had been sleeping on the couch this entire time. I was very unhappy.

When I reached the person I was supposed to talk to, he gave me extremely specific instructions, such as stripping the bed sheets down, taking a yard stick and a measuring tape and taking pictures to show him what was wrong.

First off, that's infuriating and no other store I've ever dealt with would have me do something so silly. Take the darn thing back. But I digress.

I do this and over some period of time (whatever period of time it was, it's way to long. At this point this is MONTHS after I bought it,) he tells me the credit has been approved. What an honor this was, to be be approved for a "credit" on the POS mattress that was sold to me!

Unfortunately, the fun wasn't completed yet. Now, I had to schedule an in home inspection of the mattress. Being as I work 10 hours a day, there's nothing I love more than making time to have a stranger come into my house and inspect my furniture.

But to top it all off, I'm told I'll have to pay for drop off/delivery of a new mattress.

That was the final straw. I'm not going to be sold 1,000 dollar broken junk product, be strung along for months and then be told I have to pay for the honor of getting the product I originally paid for.

I will not pay them jack. I will set this mattress on fire...

The furniture is really nice looking but the prices could be lower and the customer service really really sucks. My fatger baught us a couch for Christmas and of course the one we wanted wasn't in stock so we had to order it which wss fine since they have a two week hold if you pay by check the sails man said it would be in by the 19th which was fine. BUT when the 19th came around i never heard from anybody on when they were comi g out to deliver my couch i had to call them and found out the truck hadn't came in yet and they said it would be in on the 20th which was ok i guess because of the storm and it being winter and all but when the 20th came i had to call yet again to find iut what was going on i was told that the truck might be stuck in traffic or bad weather because it was coming from North Carolina which was kind of understanable was told that i would get a call once it came in got a call at 5 p.m. was woken up because i work 3rd shift at my job and got tired of waiting and yet again was told that the truck had not shown up and they would call corporate in the morning to find out what was going on and that they would call me in the a.m. to let me know whats going on (Which i should of known better to fall for agian). The morning of the 21st once again never heard from them so instead of calling these yeah hoose again i decided to call their customers service department was told the lady in charge was on lunch and was sent to here voicemail and never got a call back but the store did call me at around 2:45p.m. and was told that they shipped a couch from the Florence KY store and wanted to know when i wanted it to be delivered the next day I told them I didn't want it the next day I wanted it by 5 that day so i could go to bed to sleep before work and be done with them. Surprisingly it showed up before 5 still had to pay the outrageous $65 delivery charge. I will never go back to American Freight ever again and i suggest no one else shop...

I purchased a full size bed 8/7/24, and the salesman , Jeffrey was very helpful. I asked him about delivery and it was explained it was an additional charge, I asked if delivery included setup because I would need help setting up the bed it's not something I can do on my own. It was explained that delivery did indeed include setup. Two delivery men arrived at my home, and one of them explained that delivery is pretty much a toss-up, either they deliver and set up, but sometimes they just deliver and leave. I was told that the rules for delivery change from week to week which I thought was really odd, I was told that my delivery was just going to be a delivery only and no setup and I was prepared to contact the store because that's not what I signed up for and then I was told okay we're going to go ahead and set it up because your bed is small and easy to put together. I asked why the delivery rules were so back and forth and was told that the Moraine store is different from the Kettering store and that I purchased the item from the Moraine store but the Kettering store was delivering the item which didn't really make sense to me. When people pay for delivery and set up that's what should be provided and if something changes you should be contacted in advance and a portion of your money should be refunded or an opportunity to reject the item. I understand that they have a tight schedule but it just seemed odd that I may get delivering setup or I may just get delivery only but I'm getting none of my money back which was paid for delivery and set up andmyappointment was for delivery & setup, the delivery guys did a great job of setting up my bed even after the wrong footboard was packed, they returned the same evening and finish the job. I would have given five stars, but the whole delivery kerfuffle made me have to drop a star. But Jeffrey the sales...