I purchased a furniture protection plan through American Freight because I believed it would provide peace of mind if something ever happened to my couch. Instead, it turned into one of the most frustrating customer service experiences I’ve had.
What really surprised me is that American Freight doesn’t actually handle the claims. They send you to Assurant, who then sends you to Furniture Solutions Network. It’s a second-party company that outsources to a third-party company, leaving the customer to figure out who is actually responsible for helping.
When my couch began literally falling apart and even damaged my wall, I filed a claim. The only inspection option I was offered was an in-home appointment during normal Monday-Friday business hours. As someone who works full-time, taking four hours off work to wait for a technician simply wasn’t realistic.
Later, I learned virtual inspections may be available, but that option was never mentioned when I filed my claim. By the time I called back, after being transferred through multiple phone numbers, I was told my claim had been closed because more than 30 days had passed. They wouldn’t reopen it or even transfer the information I’d already submitted. I was told to start over completely.
If you’re selling a protection plan, the claims process should be simple and customer-friendly. Instead, it feels like customers are bounced from company to company with no one taking ownership. I paid for peace of mind and got a runaround instead.
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I purchased a furniture protection plan through American Freight because I believed it would provide peace of mind if something ever happened to my couch. Instead, it turned into one of the most frustrating customer service experiences I’ve had.
What really surprised me is that American Freight doesn’t actually handle the claims. They send you to Assurant, who then sends you to Furniture Solutions Network. It’s a second-party company that outsources to a third-party company, leaving the customer to figure out who is actually responsible for helping.
When my couch began literally falling apart and even damaged my wall, I filed a claim. The only inspection option I was offered was an in-home appointment during normal Monday-Friday business hours. As someone who works full-time, taking four hours off work to wait for a technician simply wasn’t realistic.
Later, I learned virtual inspections may be available, but that option was never mentioned when I filed my claim. By the time I called back, after being transferred through multiple phone numbers, I was told my claim had been closed because more than 30 days had passed. They wouldn’t reopen it or even transfer the information I’d already submitted. I was told to start over completely.
If you’re selling a protection plan, the claims process should be simple and customer-friendly. Instead, it feels like customers are bounced from company to company with no one taking ownership. I paid for peace of mind and got a runaround instead.
