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American Furniture Warehouse [AFW]
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American Furniture Warehouse [AFW]
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3.5 89 Reviews

American Furniture Warehouse [AFW] Complaints Summary

56 Resolved
31 Unresolved
Our verdict: With a good resolution rate, American Furniture Warehouse [AFW] generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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American Furniture Warehouse [AFW] reviews & complaints 89

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1:39 pm EST
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American Furniture Warehouse [AFW] Complaint regarding customer service

Today my family received a delivery, and received the worst experience we have ever received from anywhere especially with American Furniture Warehouse due to a customer service agent claiming to be a supervisor Angela.

I would like to say we have been shopping with your company since 2012. My entire house, and when i say entire I'm not exaggerating, is furnished with your product. We received a bedroom set that has been on backorder since November. The bedframe was damaged, we were advised by the delivery men, and they advised us the replacement would be at the end of March. We advised we can wait until then. After they hurried out the door we are missing a side table. I called your customer service line to resolve the issue. After a 20 minute wait I reach Angela. Who was borderline abusive. First off I never received an apology for the experience as a whole or a positive tone. I myself have worked in the contact center customer service for over 22 years, and if i would have ever spoken to anyone as she has today it would have been instant termination. When advising her of the situation her response was " people make mistakes" I informed her this has been extremely stressful and my husband has just had a stroke 3 weeks ago, she hummed and said well I'll let the warehouse know you're missing a nightstand. I advised her she is not good at handling angry customers and in her position she needs to be able to handle this better as i have every right at this point to be angry. She stated " I never said i can't handle this" i advised her she is rude and would like to speak to her supervisor, she stated i can't there is no one higher this is corporate she is a supervisor, that i can speak with one of her co-supervisors. at that point getting no where i advised her fix the issue and hung up. I called back and again 10 minute hold and put myself in the queue and no call back an hour later. I understand I was angry, but I never raised my voice or called names. I was professional, and to that point in the interaction of the day I had every right. After the time with American and the money i have spent i am severing ties with your company. i understand one customer will not put you out of business, but with the claim of being family owned; bringing customers into the family I would hope you would look at who is speaking to the upset customers and if this person is actually a supervisor rethink her position. She might be better be suited as someone not speaking with customer service.

Desired outcome: This agent needs to have a demotion or termination. Do what you feel is needed as far as the rest of the situation.

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10:04 pm EST

American Furniture Warehouse [AFW] (Order # 74B262310) - Patio furniture - AFW Sold us damaged patio furniture by covering the damage with covers

Dear AFW ,

We had purchased rattan patio furniture from the AFW - Glendale location 6 months ago. Recently we have found that a few rattan strings are broken off the patio set so we removed the top covers installed on the edges of the furniture to inspect and we were surprised to see that this patio set was completely damaged and all the strings were broken on the top of all pieces .

Then we looked at the new furniture in the store and the new furniture didn't come with top edge covers and ours came with edge covers . American furniture sold us garbage by hiding the damage with top covers in the furniture and the sales person also never told us about the damage while selling .

We scheduled the warranty inspection also and the inspector was also surprised after seeing the damaged condition of the patio furniture . He said that this furniture should have been dumped in garbage instead of selling it by covering the damage .

We have talked to the customer care but we have not been given any options yet and we are feeling cheated by the AFW store .

Desired outcome: We can accept only two options . 1. Return this furniture and process the full refund . 2. Replace it with another set .

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5:22 pm EST
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American Furniture Warehouse [AFW] Purchased a bed

First of all I bought a bed and paid for it paid for delivery. Took off a day of work to make sure I was there for the bed (-300$ Day off of work) when the delivery came the driver was upset and informed me that the bed was not instock and only had the box spring. Driver stated someone would contact us about the problem this was on a Tuesday. Also that morning before the delivery I got rid of my old bed. (so no bed) 2 days go by no one contacted me so I had to reach out to the thronton, co store and tell them my issue, and I was basically told I could come in a pick out another bed and pay the difference or wait for the bed I purchased came I. Stock. When I was sold the bed I was told they have it in stock, so the next day Friday my wife and I went to AFW to look for another bed the sales person we talked to said the got a shipment of the bed we originally purchased at another location and they could guarantee that we would have it by Sunday, ok cool Sunday comes around no delivery window called so I called AFW and the lady states that they didn't load the bed onto the truck so therefore we will not get it today Sunday and the best they could do was delivery it by Tuesday I stated to the person on the phone Tuesday we are busy all day I would like the bed to be delivered Wednesday anytime after 3 because that when I would be home from work I could not afford to take another day off work without pay and hope and pray the bed would be delivered when it should of been delivered 2 other times, well the lady on the phone on said she was the service manager could not do anything to accommodate the mat delivery time, no accommodation what so ever no nothing so I just decided to get a refund and go elsewhere, poor customer service no any type of anything on 2 mistakes on AFW parts

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5:07 pm EDT

American Furniture Warehouse [AFW] Truck drivers

One of the American Furniture Store drivers tried to make a left turn the same time I tried to make a right turn at a green light which was my right of way and almost hit my car. Which also had my two children inside. The driver proceeded to honk their horn for an obnoxious amount of time. If the driver did hit my car I guarantee there would have been a lawsuit. This is not the first time I heard of your drivers driving recklessly. Please inform your drivers the basic rules of driving.

Desired outcome: For the drivers to drive more safely

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8:11 pm EDT

American Furniture Warehouse [AFW] Sectional used and dirty

Purchased a sectional sofa in July 2021 from Afw Colorado Springs.
When purchasing we were informed one piece was not I stock and was back ordered. We were asked if we still wanted it, we said yes. We didn't receive it for almost 2 months, end of Aug.
Last week when vacuuming the whole sofa, and rotating the cushions. I got to the chaise lounger, this is the piece we recieve late Aug. I lifted the cushion and OMG. The cushion was dirty, stained yellow, on the cushion and on the base.. I made numerous attempts to contact AFW. No on responded, no calls no emails. I find this to be unexceptable in any form..I don't even want the sectional anymore. I've had more issues with this than I need. The delivery people damaged my walls and then charged me to move it. Said that AFW only accepted cash for it. 50.00

Desired outcome: I want a full refund.

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8:14 pm EDT
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American Furniture Warehouse [AFW] Mitchiner Manual Reclining Sofa with Drop Down Table

The couch when delivered was miss aligned. The section on the right side is off by 2-3". The top did not align, the sewing lines on the design did not match. I called to make the complaint. The lady I spoke with was great, it was decided to send a repair tech out to see about fixing it, this was great as far as I was concerned. Tech came out and decided it needed to be replaced. This is where the problems started. The driver sent in the helper to inspect the couch and tell us the new one will not be better but decided to tell us he will go tell the driver they need to switch out the piece. Odd comment coming from a delivery person who should of had this when down on delivery sheet. I was out of room for a couple moments and I come back in hearing the driver now in my house harassing my wife also telling her the new one will be the same and describing to her how a couch is built. I did not tell but did speak loudly "so you're telling me the new couch will be bad like this one?" The driver first says to me "are you drunk?" And then repeats it. I am now insulted grossly! It is 11 in the morning! So we are now going back and forth on why this couch is not right and him saying how the new one in the box will be just like this one. I am now excited and telling this "rude person" how the one we seen in the store didn't look like this and then I just tell them to do terror job. The decision was made by the repair tech 2 days ago, just deliver the new couch. They left. Worse humans ever especially for customer reps

Desired outcome: Know they get reprimanded for making such problems and insulting me and couch replaced

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10:03 am EDT
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American Furniture Warehouse [AFW] My kitchen table

To whom it may concern : I am a long time customer, meaning I have been shopping at American Furniture from when you only had one store on North Broadway. That being said I have purchased all of my home furnishings from your stores for decades. The reason being as I up until now have always been treated fairly and any issues I had were taken care of quickly until now! Recently we purchased a marble veneer kitchen table. The color is off white and we loved it. I also own 7 other assorted marble top pieces ranging from end tables to a 2 coffee tables. The kitchen tables finish has been failing showing dull areas and we use place mats and do not abuse our furniture. We reported this to the warranty department and after 3-4 weeks heard nothing, so I called and was informed the complaint was "still under review", so we waited another 3-4 weeks and after not being contacted and I called again. I spoke to Larisa, no last name given and was informed the issue is not a warranty issue. The person making the decision Rebecca Harris determined that nothing could be done, What I fail to understand is the 7 other marble tables etc.. that we own do not have this problem, and Rebecca Harris did not have the simple courtesy to even contact me and let us know of the determination. Larisa no last name given said she "probably didn't want to disappoint us" which is ridiculous and unprofessional. After Larisa told me that I asked to speak to her supervisor and was told she did have a supervisor but she couldn't connect me directly and then she dumped me back into the call in line with another 20 minute wait! At this point I figured I had better email someone and see if I could get a resolution to our problem. Ideally I would like either a replacement or store credit of equal value to the current kitchen table. You have photographs of the finish damage that your technician came out and took. In conclusion we have never had a problem with American Furniture's customer service until now. Please advise. Sincerely Douglass G. Zeiger [protected] [protected]@gmail.com

Desired outcome: Replace the table or store credit of equal value

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12:31 pm EDT
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American Furniture Warehouse [AFW] Customer service

I've been trying to get a power cord for my chair for more than 2 months without any success! Sometimes they tell me that is on the way and then they request pictures that I've been sending for more than 5 times without any success. I'm also being trying to get my couch fix (a technician already came and they supposed to send the parts but is taking forever. They finally call to schedule delivery and I wasn't able to answer. Can someone that really knows their job call me!?

Thanks

Desired outcome: Please help!

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8:18 pm EDT
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American Furniture Warehouse [AFW] Customer Service.

08/12/2021 I called AFW in Grand Junction Colorado talk with Customer Service. I ask her if my loveseat has made it over the mountain yet due to the mudslide. She told me she wanted me to know that they now has the sofa and the loveseat and it should be coming in tomorrow. I ask her what time and she stated someone will call me after 1 today 08/12/2021 to set up a time. No one has call so when I did my email saw that there was a time slot stating I schedule which I didn't. So I call Grand Junction AFW and told them I did not talk to anyone about a schedule besides in the past your Customer Service has never set up a time. Also they lied stating they talk to someone here back on the 4th why would they set a time up on the 4th when the loveseat wasn't even here yet. They told me that they would call me when it gets on this side of the mountain when I call them. Why are your people lie to their customers maybe you don't want us back anymore to buy anything. It would be ok to give someone else our business. Even when we bought the set it was a birthday present for June 27th we bought it on the 17th of June. Evan told us it will more then likely be here the day after meaning the 28th of June. Todays date is August 12th.
# 91A848205 Look at the order yourself date expected was 06/30/2021

Desired outcome: Fixed your lies & discount for delay.

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7:19 pm EDT
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American Furniture Warehouse [AFW] Couch set - white sofa, 1/2 chair, ottoman

This order was purchased on 1/28/21, the 1/2 chair was on back order until 2/12. My roommate and I liked the set very much and were okay receiving the 1/2 chair 2 weeks later. We were told that a sales representative would contact us with updates to the back order if anything changed. The sofa and ottoman were delivered on time, but we did not hear about the 1/2 chair. Over the next 4 months, I reached out multiple times to check the status of the chair. No one called me when order delays happened, each time I called I got a different delivery date. No one could provide me with any more details. It's now 6/10/2021 and this chair has not been delivered. I reached out to my sales representative, Delmy Guevara, at the beginning of June for a status but there was no response. Finally I contacted customer service, they reluctantly gave me a $50 store credit after I asked for a discount on the order given the circumstances. They also said the chair would most likely be delivered in July... I've heard that before. The order was over $1300 and we were charged the entire amount back in January. We considered cancelling the order, but wanted the matching pieces. I'm very disappointed with the lack of communication, information, and ability to provide discount/store credit/etc for the inconvenience. If I would have know the order would be delayed so long, I would have not purchased this at all.

Desired outcome: Refund - 35% of Sales order

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Notcheap1234
League City, Texas, US
Dec 18, 2021 10:04 pm EST
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Sounds like a similar story to my bedroom set that came with defective pieces and now they say 7 months for replacement. Problem is American Furniture Warehouse is anything but American. All their crappy furniture comes from overseas especially Vietnam. I’m in the process of returning all my bedroom furniture.
Buy American 🇺🇸 Buy real wood furniture not the cheap crap American Furniture Warehouse sells.

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4:57 pm EDT
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American Furniture Warehouse [AFW] Customer service

Extremely unprofessional customer service supervisor. Would not listen, kept talking over me and actually hung up on me because he was not able solve my issue and was using canned statements instead of trying to solve a customer issue. Instead of trying to reason about warranty issues he just uttered the same statement over and over again.

Have bought a number of items from this company but will never again.

The quality of customer service of a company reflects the quality of the products. This was a pathetic experience. If a supervisor hangs up on a customer I can't imagine the quality of the direct reps

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12:57 pm EDT
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American Furniture Warehouse [AFW] Delivery

Delivery today 05/25/21. Very rude delivery personnel by the name of Travis. Politely asked him to remove his shoes upon entering and he enters anyway while telling me he "can't." I then asked if they at least had booties, which he replies they don't. He was real adamant on telling me no and also refused to give me the number of his manager/customer service. I believe Travis did not have the mental capacity to understand why I insisted on removing their shoes or at the very least using booties which is why he is a delivery driver. You would think with what's been going on in the past 12+ months people would understand but I digress. This is the 3rd time I have to reschedule and take time off of work for this delivery. Although the piece of furniture was damaged the first time, the delivery team was pleasant to work with. Night and day experience.

Desired outcome: Educate delivery drivers/team what booties are used for, customer service skills, maybe check the trucks and ensure you have supplies needed for the delivery?

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6:55 pm EST
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American Furniture Warehouse [AFW] Fire table and chairs

Found out too late that American Furniture Warehouse is mostly Chinese crap! Looks good but only lasts nine months!
Spent 2K on Fire table and 4 chairs. One chair snapped at the weld when rocking. Totally unusable, but AFW only wanted to replace it with a new set we didn't like. We had built a pergola in octagon shape to fit this set and wanted to keep it but AFW wouldn't give a refund without the chair being returned . We hired a welder and are now out the money for the repair. Does AFW care about our anguish? I sell Landscape for a living and would not recommend this company.
John P. Maleske

Desired outcome: Refund $250.00

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5:21 pm EST

American Furniture Warehouse [AFW] Side table had glue dribbled down the front and then stained over.

I just got home with my purchases, a 100 mile round trip to get. I got 2 reclining chairs and 2 power chair side tables, z-t127-699. 1 table is great, but the other one had the glue dribbled down the front of the door and then it was stained over. I can feel the dry glue under my finger. It is discolored there because of this and it looks horrible to me. I would very much appreciate it if you would send me a new replacement door that has been finished properly, I can install it myself. If this isn't possible I would like a refund, but I would rather prefer a new door as stated above.
Thank you sooo very much! Pictures attached!
Nicole Larson
4 Chestnut St.
Ramah, CO. 80832
[protected]
[protected]@yahoo.com

Desired outcome: Replacement Door Front.

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Update by Nicole Larson
Jan 05, 2021 10:59 pm EST

In response to my own Complaint. This customer service is a joke. A guy called me about my issue and I told him I just wanted another door sent to me, , he then (put me on hold) but I could hear their entire conversation. The guy said I was a woman did know what I was talking about and the other guy called me a B@#$h! And a damn dumb woman. Soo when they took me off their fake hold I was furious and repeated to them that I wanted a replacement door. The 2nd guy proceeded to call me horrible names and upset my i.b.s soo bad that I had a flareup, then he put me on another fake hold and talked to a girl. Where he said I was calling him the N word and other racial slurs. My husband I couldn't believe our ears. How could this guy have a job if these soo called recorded conversations of him treating us customers was real. This has to be a scam! If it isn't a scam then AFW isn't a reputable company like I believed they were!I'm not happy and will be calling the store tomorrow!

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6:37 pm EST
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American Furniture Warehouse [AFW] Couch

Ordered a brand new couch. Paid the $75 delivery fee. Couch was delivered broken. Looked like it had been dropped. Called AFW. They stated another week to get new couch. Never received call for delivery window. Called customer service and they stated a different date then what was told. They told me nothing can be done. Now have to take another day off of work to get the couch delivered. Would not refund delivery charge or take any money off of couch for this major inconvenience of having to take two days off of work. I lost more money then the couch is worth. Last time I deal with this circus.

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12:51 pm EST
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American Furniture Warehouse [AFW] Couch broke after 18 months

I purchased my couch in Feb 2019 and it's now 10/2020 and the frame is broken. when call them, the lady was so rude and not willing to find me a solution and she hung up on me. Hamidah. also I couldnt understand her english was extremely poor. so here i am less than 2 years, with a broken couch and $1000 short. joke and crap furniture. my grandparents bought furniture for same price and it lasted them over 50 years! expensive crap should be new advertisement.

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Alyssa McCollum
, US
Dec 05, 2020 12:38 am EST

I am wondering if you received any kind of solution with AFW. We have a similar problem.

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10:34 am EDT
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American Furniture Warehouse [AFW] Replacement order and rude sales persons

On 9/3/20 my wife and I went to AFW to pick out furniture to replace the furniture we received 2 months ago. We found what we wanted and went looking for someone to help us. No one in sight. When we found someone, they paged Mr. Couch to help us again. They paged him 3 times, he never showed up. We waited 43 minutes. Finally they took us to check out where we had to deal with Kameron, Manager. He was not very friendly, never apologized for us having to wait or having to replace our furniture. We were with him for almost an hour. We also asked for another item, he never ordered it. By this time we ready to get out of the store. Now, and this is the worst part, we have to wait 2 months for our furniture. He couldn't even offer to get it from another store. Very bad experience. We have bought furniture there before, no problem. I want to call to see if we can get our furniture sooner, but I already know what the answer will be. The store we went to was in Gilbert, AZ We would really like to get our furniture sooner.

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American Furniture Warehouse [AFW] Liars & worst customer svc staff ever

I have been working on the purchase of some $5, 000 in furniture and have spent thousands more with afw over the years. Before purchasing and scheduling a second bedroom set to replace a brand new set bought in february, the sales person delmy specifically told me that they could disassemble the recently purchased one and to call customer service to schedule the extra time to do so. Customer service transferred me to delmy who then transferred me back to customer service whom rudely told me that their sales team is wrong, refused to transfer me to a manager, claim to be a manager; then, their customer service claims all of their customer service representatives are all managers. Refuse to address and hang up. Their response to not wanting to deal with the situation created by afw. Do not accept responsibility. The old bait and switch. Rudest customer service people ever. Jake may have started with a vision, but now customers are told to cancel their orders, take their business elsewhere and get hung up on.

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American Furniture Warehouse [AFW] Bed frame

We bought an entire bedroom set from AFW a little over a year ago (past the 1 year warranty which is a joke). Recently the foot board has been coming loose because it's literally only held together by staples...today the foot board completely fell apart and now we have no bed. We sent pictures and CS is saying it's not a defect, we're past the warranty and now we have no bed. Absolutely no hope whatsoever! When we asked if we could speak to the person who examined photos we were told no and when we asked for a manager we were told someone would call us back. We literally don't have a bed since the foot board held up one end of the bed frame and now we just feel helpless and screwed for simply using our bed. This company does not stand behind its products or its customers.

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Fanny1980
Castle rock, US
Nov 01, 2020 12:54 pm EST
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same as me for my couch! seems like they make them to last barely over a year just shy of your ridiculous warranty

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6:09 pm EST

American Furniture Warehouse [AFW] Dining set broken bench

Bench from dining set broke from the stretcher bottom piece. I've been trying to replace it but no luck
I called and emailed and I haven't been helped I don't want it for FREE
I just want the exact same piece to get it fixed but you guys don't care about your customers as I can see this is ridiculous!

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