ComplaintsforAll American Mattress & Furniture

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a fraud. I paid for my furniture in May and it was paid in full. Its June and still hasnt received my merchandise. I had to send text messages back and forth, I never talked to a human being on the phone. I want a full refund and money for inconvenience.

  Business response

  06/13/2023

  ***** placed her order on 5/2/23 and we estimated her order should be in around the end of May to beginning of June, today 6/13/23 which is still the beginning of June as we have not reached the middle yet her chair and ottoman have arrived, as explained over the phone this morning when ***** spoke to her, the sofa and loveseat were expected to be on this shipment as well but ****** Furniture did not have the space to load it on this truck so it will be on our next shipment next week. We also spoke with ***** last week when she was checking on her order and she told ***** that as long as it was here by the middle of July it would be fine. We work based on estimated time frames and they are just that an estimate, we have no influence on how ****** Furniture loads their shipments to us and we can only give customers the information available at the time of order and at the time of their inquiry about the status of their order. We can assure Ms. ***** that our company is not a fraud as we have been in business for over ****************************************************** ******* invoice we do not offer refunds or cancellations on special order products, 2 pieces of her 4 pieces are here and we have offered reasonable accommodations for her to receive the 2 pieces that have arrived and then we would follow up with the 2 additional pieces when they arrive next week at no additional charge. Had Ms. ***** made us aware when she placed her order that she was on a time crunch we would have definitely suggested she purchase something at our warehouse that is in stock as we have over ***************************** stock at any given time.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 6/25/22, a living room set: couch and sofa, bed room set: King Size Bed, Dresser, Mirror, Nightstand, Mattress, and Box Spring, 3 in 1 table, accent chair, and wall art was purchased. I completed an application with a finance company and was approved in the amount of $2970, and had a balance of $289 that was paid that day. Based upon the receipt living room set, mattress and box springs were in stock and the rest of the items would be arriving late July and one item arriving in early August. 6/28/22 a payment of $200 was made to the company. On 7/20/22 I reached out to company to get a status update on order and received a response on 7/22/22 sharing the items were in with the exception of accent chair which would be arriving late August and wall art with the hopes it would arrive on next week. I responded I would get furniture next week without the accent chair. On 7/27/22, I hired a company to help deliver the furniture and another to unload. On 7/28/22, when I arrived to pickup the furniture, only items available was the living room set and mattress set. The other items were not available and was told it would be mid to late August before the items would arrive to store. I referenced the conversation that took place a week prior and was told there was no knowledge of the additional items as it was not all on the same invoice. At this time I asked for a refund and to cancel the order. The owner was not available in store to offer the refund and his number was provided. Upon reaching out to the owner, he shared a 30% restock fee would be charged on the mattress for cancellation. According to the owner the fee was $297, when asked how did he get the amount, the owner then gave two figures, cost of mattress and box spring. I then reference his message of being charged only for the mattress and not the box spring or any other furniture.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  HORRIBLY DISRESPECTED BY THESE PEOPLE. THEY HAVE MY $$. I HAVE THE WRONG CHAIR, A DEFECTIVE BED, AND THEY SOLD MY SOFA TO ME AND THEN TO SOMEONE ELSE WHO SHOWED UP WITH $$ AND WHEELS AS I WAITED FOR DELIVERY. WORST PURCHASE EXPERIENCE OF MY ENTIRE LIFE. I STILL CALL AND GET YELLED AT AND TOTALLY DISRESPECTED. THE OWNER HAS NOT CALLED ME NOR ACCEPTED A SINGLE CALL FROM ME. FEMALE STAFF MEMBER YELLS AT ME AS IF I WERE A STUPID CHILD. THEY HAVE MY $$. I HAVE AGREED TO SUBSTITUTIONS ONLY TO CONTINUE TO WAIT AND RECEIVE NOTHING. THEY HAVE MY $$. THEY DAMAGED THE ENTRY DOOR TO MY APARTMENT BLDG

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb. 11, 2021 I ordered a sectional sofa and paid a $500 deposit. It was estimated to be delivered late March early April 2021. The item was never delivered. ****, the owner kept telling me it was on backorder. On October 8, 2021 I requested to just cancel the order and get my deposit refunded to me. He refused to return my money and cussed me out over the phone. I obtained the same sectional from another company and received it in less than 3 weeks. Then on October 12, 2021, I contacted **** again to try to get my refund. He refused but said I could get a product instead. So I agreed to get a recliner that was of lesser value and the order was placed on Novemeber 2, 2021. He charged me $150 to cancel the 8 month order for a product he never produced and gave me a $350 credit toward the recliner. On February 4, 2022, I still have not received the recliner so I sent him a message telling him that I want my full $500 returned because he never produced any products, a total of 6.pieces I ordered February 2021. He called me this evening and told me I had 30 seconds to take $250 or continue to wait on the piece I ordered 3 months ago or to get nothing. He became irrate and cussed at me once again. He told me I would get nothing and hung up on me. I have the text messages where he continually made excuses of why he could deliver the sofa in ordered and we have a recording of this cussing and offer of $250 or nothing from this evening. I would like to get a full refund of $500 since now product was ever produced.

  Business response

  03/04/2022

  Business Response /* (1000, 15, 2022/03/04) */ It's been an absolute unpleasurable expoerience working with Mr. ******... Furniture is delayed globally & he's only been an ungrateful customer goiong as far as purchasing a sectional from a larger retailer **************** that happened to have a similar configuration at a much hieger price... His $500 deposit was foerfeited as we have too many overheads to allow him to waste our time & patience... MR. ****** Called me several weeks after cancellation of his order & requested that his $500 deposit be put to an end piece of his sectional thats valued @ $500 the same as his deposit & WE OBLIGED FOR HIM... We ordered & Have received his right side recliner & he has been notified that its ready for pick up... He's a good feller that likes to twist the truth and going as far as secretly recording conversations & posting them on Social Media which speaks volumes to the intergity that our company is willing to come through for our customers special requests even after they drag us through the MUD... I should've cancelled his special order chair & let him pay double @ **************** rather than work with a family run business that works tirelessly trying to serve 1,000's of customers weekly offering true discounts and is only 98% perfect... the other 2% imperfections we can live with... Ungrateful customers should just stay at home or avoid businesses that dont stand for pain in the butt customers beyond necessary stress once efforts are made above & beyond... IN SHORT MR. ******** SPECIAL REQUESTS HAVE BEEN FILLED DESPITE HIS efforts to undermine our integrity... ********** www.aamattressandfurniture.com

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** the owner which I purchased the couch from on March 19, 2021 stated at time of purchase that I would be able to get refunded if couch did not come in due to supply chain issues. It is now 12/30/2021 still no couch.***** has now stated because half of the couch came in there is a 30% charge for cancelations and I could pick up half the couch. What am I going to do with half a sectional? Never stated there would be a 30% cancelation fee and contract does not state that as well. He is a crook!

• Initial Complaint

  12/15/2021

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  On 7/12/21, an order was placed for a sectional that was not in stock at the time. I was told the timeframe fro delivery was 3-4 month, in which was fine. I placed a $500 deposit down for that item. I then placed a second order for a bedroom set on 7/19/21 in which I was told that should arrive in 12/21. In December (12/15/21) I reached out for ETA, and was told that they have yet to hear from the vender on the sectional on an ETA, and the bedroom set vendor will not receive stock until May of 2022. After hearing that I asked for a refund, that would be over ten months and it didn't mean that I would take delivery even at that point. I was then offered a 30% refund, because they took the time to order the furniture, or I could find another set that was in stock, I ordered what I was interested in and expect the item to be produced in a fair amount of time or cancelled and refunded in full. This company is selling items that they can't even produce, and people are being promise merchandise that may take 10 months or longer to receive. This is a deceptive trade practice and something needs to be done.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/16) */ Unfortunately this customer is confused in several ways. ***First we obviously do not sell items that we produce (MFG.) We are a discount furniture outlet and we sell to customer top brand furniture at heavy factory direct discounts. ***Second We advised the customer that there is a 30% cancellation fee of which we were happy to discount to only 10% cancellation fee which is a 90% refund. We also have over 21 trailer loads and a 9,000 SQ' Overstocked Warehouse of mattresses, bedroom & living room furniture.... We've offered store credit & a very large if in stock furniture. ***Third point to take into strong consideration is the fact the entire world knows& understands that everything is subject to delays & price increases... All until it affects them personally. %$$@! We are all in this Pandemic World together & we are all doing our best. ESTIMATED SHIP DATES ARE EXACTLY THAT.... "ESTIMATED".... The Company policy of no refunds or cancellations clearly printed in all caps on the customers receipt is a case by case basis and the 10% charge is a minimal charge to cover for our time, resources & other extensive overheads sacrificed to serving our wonderful customers. Thank you very kindly, ********** ******************************************************* Consumer Response /* (3000, 7, 2021/12/17) */ I am no confused in any way. I know that this company does not build their own furniture. And, I really don't care that they sell factory brands at a deep discount. There is no disclaimer that there is a 30% cancellation fee on this sales order. I want a full refund, not a store credit. If you cannot fulfill the original sales order in a timely fashion, in which 6 months has already passed, I think a full refund should be given. I don't want to have to choose a different set of furniture, I ordered what I wanted to begin with. At what point do your paying customers receive any confirmation of delivery, 1-2 years out? This is ridiculous. You are taking the customers money with no guarantee if or when you will be able to fulfill the delivery. At what point is this a deceptive sales practice? Stop blaming the Pandemic world issue on the fact that you are selling furniture that you can't deliver. Is this the customers fault?

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