|Address:||9700 W Broad St, Glen Allen, VA 23060, USA|
|Working:||12–8PM 12–8PM 12–8PM 12–8PM 10AM–8PM 10AM–7PM 12–5PM|
The horror began August 14, when I made the mistake of walking into their store. I bought some furniture with the delivery to happen the next day. They had all the items purchased in stock except a Chest which was promised to be delivered personally on August 25 by Michael. Next day, the furniture got delivered and when trying to assemble the bed, I realized they’d delivered the wrong color. I immediately called the store and talked to Craig. Rather than acknowledge that there has been a mistake on their end and trying to rectify the error, he was very rude. I asked them to deliver the correct item the next day and take away the old one; I was told that they can’t do that. I had to bring back the bed frame to them. Now keep in mind, this is a fairly large item which won’t fit in my car. I told Craig that it’s their mistake and I shouldn’t have to be going through the trouble of bringing back the bed frame. After a lot of back and forth, he told me that I had to come to the store to get my $80 refunded and he would make the delivery the next day and I’d have to pay the delivery people the $80 again. I went to the store and met a visibly upset Craig. He seemed clearly agitated (which he did couple of times more in the days ahead) and asked me for my card and refunded the delivery fee. He said the delivery would happen the next day but never did. I called the store again and got Craig on the phone. He said he didn’t have the bed in stock and will go pick up the item from a different store. I think I should’ve been informed that the delivery would not happen the day it was promised so that I didn’t waste my time waiting for the delivery. The frame was delivery the next day August 18. I though my misery was over but man was I wrong. Fast forward a week the day the Chest was promised to be delivered, I called the store to make sure that it was going to happen that day. Michael said he’ll get off work after 8pm and deliver it to my address. 9 o’clock passed by and I was certain he wasn’t coming. I called the next day and was told they didn’t know when Michael would be back and weren’t sure if they had the item in stock. I told them, I’ve gone through enough trouble with them and want to cancel my order of the chest. I was told to come to the store for a refund. I went and Craig asked me my phone#. Now keep in mind, I’ve been providing my phone# to them every time I’ve been to the store or on the phone with them. This time, he wasn’t able to pull up anything on his computer based on my phone number. I told him that my number is the same as every time I’ve provided to you and have had no issue. Clearly upset, he lifts his computer monitor and turns it towards me and points to my number he has entered. I told him again, that’s my number and it’s not my problem that nothing is coming up on their system. Another employee suggested he use my name and he was finally able to pull up my information. They had entered my number incorrectly. There was no point in getting agitated towards me. He looks at the screen and says we have the item in stock. At this point, I was spent. He had me drive to the store for a refund on an item that was in stock but wasn’t sure when it’d be delivered. I said, I was told that the item wasn’t in stock and had I known I’d have driven to the store in a bigger car that could fit the item instead of a small sedan. I told him I’d come back the next day to pick up the item. The next day, I walk into the store; again, clearly Craig is visibly upset. He doesn’t acknowledge me, walks past me to go inside their warehouse, brings out the chest on a dolly and leaves it outside the store in front of the entrance. Does not speak a word to me. At this point I just gave up, drove my car next to the chest, loaded the chest and drove off vowing to never come back. I think I went through a lot of trouble for your incompetence. I would also suggest better training for your employees so that they can provide better customer service.
My fiance and I visited this store on 6/23/2016. We were encountered by a salesman named Jeff. He was extremely helpful and very friendly. He moved furniture around for us to get a vision of what possibilities could be done with different pieces for a living room. My fiance and I had different ideas and could not agree on a style or color, but with Jeff help of rearranging and collaborating certain pieces of furniture we finally agreed on something we both liked and would look great in our new home. Jeff also suggested a 3 piece table set for us that would work very well with our new living room set, but it wasnt on the showroom floor, so Craig (another salesman who was a big help, and friendly) pulled up a photo of the set so we could view it, and we loved it and also decided to add it to our purchase. So if you are looking for great prices, lots of furniture options, perfect customer service with a smile and knowledge of product, then AMERICAN FREIGHT AT 9700 WEST BROAD STREET IS DEFINITELY THE PLACE TO BE!!!.... THANK YOU THANK YOU THANK YOU FROM A VERY SATISFIED AND FUTURE RETURNING CUSTOMER FELICIA ALLEN
My husband and I stopped by tonight at 7:58 PM without realizing they closed at 8:00 PM. Yet, we were still welcomed into the store as if they had their morning coffee excited to have us! We were skeptical at first but Jeff greeted us immediately and let us know he was available if needed and gave us our space to look around. We ended up finding a great comfortable couch which met all of our needs and a coffee table set. The couch was a Simons and the quality was great! I was unsure if I was crazy about the color but Jeff and Jason offered my husband and I a great deal on the couch and tables! Their customer service was exceptional! We will probably go back to look for a dining room table in the future. We had been looking around at Macys, Rooms to Go and other places for furniture but we decided to try American Freight because of mail we received. Their prices are phenomonal. Dont expect to walk in to a cozy place like Rooms to Go, it has a warehouse feel but they make up for it because of their customer service and great items. Highly recommend them!
This is my 2nd time in this store since it opened. My first experience back in 2013 was not the best, however, my experience yesterday totally made up for that. First, walking into the store I was greeted in the parking lot by a nice man (who I later met as Jeff). Second, as soon as I walked in the store I was greeted by every person there and asked immediately if I needed help with anything. I initially came in with a game plan but Craig gave me some great information and I decided to go in a different direction. Jeff helped me to decide on which piece I wanted for my living room and even helped pick out tables to compliment it. I am not great with interior decorating so he was a great help, not to mention very funny. I even got SAME DAY DELIVERY!! How awesome is that! I am now enjoying my new living room furniture and plan to come back for my dining room furniture very soon! Thanks so much for an awesome experience! I have already told lots of people about you!