American Freight Furniture & Mattress — Local services in Rockford Township

Looking at the many good reviews here, I can't believe them. My experience has been much different than these. I have bought over 7,000 dollars worth of furniture from American Freight in the past 3 years, only to be treated like my business does not matter. I spent 2 months trying to have furniture serviced or replaced by the warranty that I purchased with it. Finally Home office replaced it and my faith was restored in this company. I decided to purchase a recliner with my new replacement set, which I paid for apart from the replacement.

I have had it for 5 days and have found it to be terribly uncomfortable and thought I would call the store to ask for an exchange. I was told that they do not take back furniture after 48 hours and that I was stuck with it. I explained that I was just trying to give it it a chance. The employee then said " don't you think you would have called to tell us that after the first night, that you sat in it? I then again explained that the last furniture from them was so uncomfortable, with no support that I was trying to give the recliner a few days before I blew the whistle.

I was then told again, that I was stuck with it and that there was nothing that she cold do. I asked Megan, to speak with her manager, to which she responded "he is sitting right here and, he is the one that gave me an answer for your request". So, I thanked her for her time and decided to call home office again. I was met with resistance and, I was told that I had 48 hours to exchange it. I was never told that when I bought it. Long story short, They are not willing to do anything for me, with this recliner that is less than a week old that is terribly uncomfortable. My house is clean and we do not smoke in it, nothing wrong with this recliner that they could not exchange it.

Management clearly does not appreciate the customers and customer service is does not exist in this store. I am sorry that I spent another 600 dollars of my money in a store with people that do not appreciate someone who has been a good customer for over 4 years. I should have known last week when I went in to select new furniture. I just though they were busy and having a bad day. I believe this type of treatment for their customers is normal for them.

DO NOT MAKE THE SAME MISTAKE I MADE, BUY YOUR FURNITURE ELSEWHERE, PLENTY OF PLACES THAT WOULD LOVE TO HAVE YOUR BUSINESS WHERE YOUR BUSINESS WILL BE...

I purchased the 5 year warranty for my couch and loveseat set. Haven't had them two years and they were falling apart. I went into the store for direction on how to start the claim process and the employee didn't seem to be very thrilled to help me out. He printed the information I thought I needed and sent me on my way.. Filed the claim same day on american freights website to find out it would be 60 days before ide get a reply.. ok I get it with covid and everything I won't complain... Well come to find out after waiting all that time I was completely misguided and submitted to the wrong website. So I was denied.. I then again contacted american freight and found out from a manager that I needed to go through guardian for my 5 year warranty.. After already waiting the two months and I have a busted couch set sitting in my living room I proceed to call gaurdian and explain what happened. They assure me they can help me get the correct claim submitted and they will escalate the timeframe since I've already waited the 60 days due to misguided information. Well I just recieved an email stating I did not submit the claim in the right time frame for it to be covered so they once again denied me!! Even tho I did submit the claim in the correct amount of time but the store guided me in the completly wrong direction! I am 9 months pregnant and my couches are currently sitting by the dumpster because my baby would probably fall inside of them if I were to even attempt to sit on them.. Completely cheaply made. All I want is my store credit that I PAID for in the first place. I've been treated completely unprofessional and unfairly and unless I get some kind of help/compensation I would never shop with or recommend american...

This place is suck a scam! Whatever you do stay away from here all of their furniture has flaws to it by how they just stack sofas on top of one another. And walk all over them to get them out! If you get the warranty make sure to watch them scotch guard it or they WONT. Whatever you do DO NOT get their finance, it is such a rip off! I bought a sectional and ottoman from them back in February after tax it came to 1350 not bad I thought. They explained it was only $41 a week so why not but however they did not at all what so ever explain to me that it was only 90 days to pay it with no interest. Otherwise they charge your 4.57 every DAY you don’t pay off so I did that math for the last 3 1/2 months I’ve paid $7 a month on the couch because the other 380 was all interest!! I will never return and pray that you go out of business because this is the biggest scam of my life. Wow. And you see all the good reviews thinking it’s a good place but it’s because they give you a small little $13 dollar cheap lamp if you write a nice review about them. Just a fair warning to you if you want furniture pay the extra 100-200 dollars and go somewhere else cause you’ll pay that in...