We purchased a king size mattress and box springs. The box springs come in a set of two. When they were delivered, we notice one of them had a nickel size hole in the top material. I called immediately and set up a delivery date for a replacement. When the replacement arrived, it was also defective. The material on one side was not sown properly into the top seam and was fraying. We looked at the other box springs and noticed it also had a 4" area where the same defect had occurred. The material was fraying because it was not sown properly. I again called immediately and asked for another replacement for both after explaining the defect. The woman in the service department told me none to nicely that we would have to have a service technician come and look at it and determine if it could be fixed and only if it couldn't could we get a new box springs. I told her that was unacceptable as they were brand new. She kept telling me it was their store policy. I asked to speak with a manager and was told he would tell me the same thing. After I demanded to speak with a manager she told me he was on another call and would call me back. I never received a call. I called Scott our salesman the next morning and he told me it was their policy to not replace manufacturer defective products. They come and fix them. Our only option was to have the service technician come and look at it. I told him that was unacceptable as we paid a lot of money for a brand new, none defective box springs. He said their store policy was better than other stores and that we could not get new replacements and we couldn't return the set either. I have returned furniture to Colder's and did not have this problem even though the item had to returned twice so his statement wasn't exactly true. I will advise anyone not to purchase anything from American because their policy is to not replace defective brand new items but to send a technician to fix them instead.
Pros: Price
Cons: poor quality, unfriendly service staff
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