American Freight Furniture & Mattress — Local services in Norfolk

I hate to give it one star since the girl who attended me and my wife was helpful and did a great job. BUT this is what happened, It was our first time as well like many other customers reviewing this place, and we were blown by the prices they offered. We were not in mood of buying anything and end up with a king size memory foam Mattress and a sectional. Everything was delivered on the day it suppose to even after a misshap which is no big of a deal. Problem started when we were communicated that if there is anything wrong with furniture it has to be addressed within in 24 hours. We got 2 different boxes springs for the Mattress, One for Twin XL (Cheap kind) and other for King(with proper support). So I called very early next day to resolve this and got attitude in return. Apparently TwinXL box springs were the right thing that goes with a foam Mattress and Box spring that is tagged with for King size mattress support is something that is delivered is by accident. Needless to say that I did paid $100 for box springs as well. To replace the one TwinXL with the right King box spring is another $200. Well, this should have been communicated when the purchase is done. It is very easy to say that this Mattress comes with cheap boxes but you can buy better boxes for another $400. Why Box springs are $400???. This is beyond me. Communication on the phone was prompt but very abrupt and rude. Right now they are taking the boxes back and giving me my $100 for it. But now I am left with a mattress on floor with no box springs. I already throw my previous one away. This is a horrible horrible customer service. This store is great, and can be even better with little training and better staff. The whole ordeal is not done yet so I will come back to...

Terribly frustrating encounter at the Norfolk store

Marcus (sales guy) and Derrick (mgr) went above and beyond to help us purchase and set up delivery of a fridge that was physically at the Chesapeake store. Great sales experience on Fri. That's why I added 3rd star. Oh but then... Delivery scheduled for Sun 26 Dec 21. Heard nothing from driver or store by 2 pm, so I called the store...10 times. No answer. So I drove 35 miles back to the store. Mgr on duty (Christian) was super apologetic and explaied neither men we worked with were in (called off) and delivery guy had called off too. But we'd be first on schedule Mon 27 Dec. No one EVER called me to tell me what was happening, even after my 35 mile trek. We had to do all the legwork. Had I not travelled to the store I'd have had no idea what was going on. Fridge showed up Mon and hooked up. It ran for 24 hrs and never got cold. It did not work. A lemon...

To their credit, Derrick offered us a refund and promised they'd retrieve the fridge on Wed. I had to make yet another 35 mile trip to process the refund, and good to his word the fridge was retrieved today (Wed, 29 Dec 21).

In the end, we're no worse for wear but still have no fridge (10 days now). We found another elsewhere which is due Sat 1 Jan. We'll see how it all plays out, but overall super time consuming, frustrating experience -- and we still...

Would give 5 stars but unfortunately I can't do that honestly. Whilst American Freight was an absolute delight, the delivery company they use is pretty disappointing. Have to dock a star because the company they choose to work with for delivery reflects poor performance and therefore integrity of all involved in running the overall business together.

American Freight was lovely! They had a nice selection, fantastic prices and customer service. We were in and out efficiently and extremely happy with our overall interaction and purchase.

The delivery company arrived 3 hours later than expected but on a positive note, they did give courtesy calls. They did install the sofa legs, remove the packaging and attempt to set the sofa into place however they shoved it to aggressively into the wall. Luckily no damage incured, I had thought there would be damage given the force and sound it made. They also forgot their drill and asked to use ours (the customer) which is just simply unprofessional. (Drill used for screwing legs onto sofa.) The delivery fee was rather hefty given the lack of professionalism and care.

So 4/5 stars, because generally we are pleased but unfortunately there was the aspect of poor delivery that made the experience less than the perfection it had the potential to be.

Shop at American Freight but pick-up your items...