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  • Report:  #1279629

Complaint Review: American Freight - Memphis Tennessee

Reported By:
Cheated - Memphis, Tennessee, USA
Submitted:
Updated:

American Freight
7859 Highway 64 Memphis, 38133 Tennessee, USA
Phone:
901-213-2111
Web:
N/A
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I purchased three chest of drawers from American Freight in Memphis, Tn, using their layaway program. On Thursday, 12/10/15, I made a final payment and was told by a clerk at that time that all three chests will be available for pickup on that following Saturday and that they will call me when the items arrived. I waited until late Saturday afternoon before I called seeking information and was told that I was given incorrect information on Thursday and that it will take two weeks before the chests will be available for pickup. On Saturday, 12/26/15, I called again since apparently no one at the store knew the correct customer service process to follow was for them to give me a call with an update; especially since the items still hadn't arrived. I was told that due to the Christmas holiday, the items still hadn't arrived from the warehouse. At this time I ask about a refund and was told that they don't give refunds on layaways. I think I should say that the quality of the customer service at this store is very poor. On Thursday 12/31/15, I called again to get an update and was told by the manager that he couldn't provide me with any information because the store closed early and for me to call back tomorrow. If the store closed early, why did he answered the phone? I called back on 1/1/16, and was told that the items still weren't in and I informed him that I read my original receipt and found out that if the items aren't available after 4 weeks of the final payment that I can get a refund and he told me the date that I can get a refund, which was 1/9/16. On 1/9/16, I went to the store hoping that the items were in and was told by one clerk that the item would be in on 1/14/16, but was told by a different clerk that the item would be in on 1/13/16. I informed him that I didn't care and that I wanted my money back even after he stated that he could give me a credit of $50. At this point, I just want my money back. This is not the end of this horrible experience. $654.50 should have been credited back to my debit card and I would have to wait two weeks to receive a check from their corporate office for the remaining refund amount for the layaway payments that I paid in cash. This is where a bigger issue occurred. The clerk mistakenly doubled the amount of the refund, which was $1309. When he realized his mistake, he then did a debit of $654.50 without my knowledge or approval to try to cover the error that he made. He gave me a receipt for the $1309 credit, but he did not give me a receipt for the $654.50 debit because I was unaware of that transaction. We all know how banks work; the only transaction that went through on my account was the debit amount of $654.50 because it can take up to three to five business days for a merchant's refund to appear. Because of the clerk's error and the unauthorized debit, my bank account was now overdrawn by more than $400. I didn't realized that a debit transaction was done until later that night. I was livid!!!! The next day I went back to the store around 12:30pm and was told by the manager that he couldn't assist me because the system was down. His attitude about the issue just made me madder and I informed him and the other two employees that this was a bunch of BS and that no one at that store had any customer service skills. No one there has the professionalism or the skills to handle a difficult situation such as this. I went back to the store, after calling to make sure that the system was up - side note - the manager had all of my information, why did he not give me a call to try to rectify this matter? I arrived back at the store around 3:30pm and went over everything again as if he wasn't aware of the issue. The manager looked at the previous day receipts and saw that the clerk did make a mistake but it's not his issue which transaction my bank allows to go through first. I was amazed!!!! Because of the clerks error, I would have to pay $180 overdraft fees because of the 5 pending transactions. Please note that my account was in good standing for the 4 pending transaction BEFORE the clerk at American Freight ran the $654.50 debit because of an error on his part. I got the corporate information and left the store. Unfortunately, this is not the end of my story. I had the misfortune of calling the corporate office on 1/11/16 and spoke with one of the rudest, unprofessional people I have ever had to deal with. She already knew I was frustrated with this whole matter because before speaking with her I spoke with someone named Lisa and explained the whole mess to her but she had to escalate the matter to Susan Beltram. Susan was already on go before even speaking with me , I guess because I informed Lisa that the Memphis store was being ran by unprofessional , incompetent idiots. Ms. Beltram wouldn't listen to me, talked over me, talked to me like a child, and was too busy trying to show me who was in charge, that the conversation became a shouting match and I eventually became so upset that I cursed at her and she disconnected the call.  I called back at least two more times to try to resolve the matter and did not react to her nasty attitude and tone but she still hung the phone up in my face. She actually told me that the negative standing of my account is not her problem even though it occurred because of the clerk's error. She herself informed me of what I already knew; that it could possibly take 3 to 5 business days before the credit amount will appear, but the debit amount of $654.50 was an immediate pending transaction and has been paid as of 1/12/16. She eventually took my number and hung up on me again. After speaking with my bank on 1/12/16, I was emailed an affidavit regarding the unauthorized debit.  As of today, I have paid American Freight a total of $1369 for three low quality chest of drawers that I never received and have incurred overdraft fees because of their mistake.  I haven't received any of the refund amount and now because of the unauthorized debit, I have no gas money, no money for food, and have two more automatic debits that will come through my account before I'm paid again.  How is it that they aren't responsible for this situation.  I went to get a refund but instead I ended up paying them more money and now I'm in a financial bind and I didn't do anything wrong.



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