Complaints & Reviews

customer service

American Furniture Warehouse has to have some of the worst customer service/sales people in the industry. My wife and I ordered A sofa/loveseat/chair combo on 2/25. We were told that the sofa and chair were on order and would be in around 3/23. No big deal. So the 23rd comes and goes and we never received a call from the sales agent that our furniture was in like we were told we would. Finally I call customer service to see what the situation on our order is. I am told that there was a delay at the manufacturer and now everything will not be in until the end of April. OK not that big of a deal, I have worked in retail stores and know sometimes shipments get delayed. So I ask why the sales rep did not call and inform me that the order was delayed, and was told that is not their job???????????. Not their job, THAT IS EXACTLY THE JOB OF A SALESMEN. I have worked in retail for many years, and whenever an order is being delayed or back ordered it was always my responsibility to let the customer know. Not your job my ###. This was my first and last shopping experience with this worthless company.

  • Ad
    adamsuun Mar 31, 2011

    I have been shopping at American Furniture Warehouse for 12 years & I have had nothing but excellent customer service & service with them. I have also had shippment delays & my sales person keep me informed every week to what was going on with my order. Also American Furniture Warehouse will give you three things. 1.Your money back 2.Repair your furniture 3.Exchange your furniture. NOW if that is not good customer service I don't know what is. Maybe you just can't satisfy some people. Keep up the great pricing & the outstanding quality furniture.


    A Very Happy American Furniture Warehouse Customer.

    1 Votes
  • Cp
    cpratz1 Mar 31, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I love American Furniture Warehouse! They have always been very good to me when I have bought my furniture! Now for your salesperson being responsible for calling you on a delay for your stuff. Yes the salesperson is responsible for that. I think you miss understood what was said to you. My salesperson called me before my delivery and after to make sure I was ready and also happy with everything. I just think you didnt get a responsible salesperson? Lord knows that American Furniture has a LOT of them to help customers and I'm sure not every one of them are as good as the one that helped me. But that is NO reason to bash them??? So if you want to shop somewhere else and pay more money and a poor selection and still wait for your furniture have at it!! I'm sure American Furniture Warehouse had plenty of things in stock if you didnt want to wait! Sh** happens man get over it!!

    0 Votes
  • Mi
    Miles Knudson Oct 30, 2014

    My furniture was delivered to my home the other day and the guys had to go through my driveway and back yard to my door as my front door is not wide enough. They were very proffesional and ok with that. Also the Santa Fe crew was great. Cannot wait to order some more goods !! Thank You soooooo much

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Resolved horrible customer service left me in tears!

I have purchase thousands of dollars with afw over the years and I will never purchase with them again!!!...

employee mistreatment

We are all well aware of many cases of customer dissatisfaction. But, we, employees cant talk. We will get fired. And, yes, Managers curse at employees as well. Don't ask us, we cant tell!!

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    One tired American Mar 19, 2010

    It is true about the poor customer service and that employees are being threatened to "keep quiet" We wanted a union to represent us better than our managers but were threatened that we'll be fired for even talking about it. Jake Jabs said he would close the doors if we allowed a union it to AFW. He did it before back in the 70's. Look it up.
    Latino employees being harrased on the sales floor, fired. Gay employees being fired cause they are discrimated against. Management using random drug screens to fire employees they dont want there.
    In the past 7 years I have worked there AFW has gone through over 6000+ employees. My number was in the 8000 and new employees in 2009 were 14000. How is this a good, Colorado company?

    0 Votes
  • Br
    Brody27 Nov 22, 2010

    Complete agree! This is a horrible company to work for! Jake thinks he and his managers can treat his employees however he feels, especially the sales people, because it is such good income. Managers yell, curse, threaten make sexual comments constantly! We are not allowed to say anything that might be considered making waves because you will lose your job..

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close the store if you can't buy or pickup

I went to American Furniture on February 8th, 2010 to buy a sofa and table. I get there around 7:00 pm and I'm told I can't buy anything. I just drove 45 minutes and am not able to purchase what I went there for. I am told by an employee the computers are down. If that's the case why does their website advise the stores were closing early and then didn't close?? Why keep a store open if you can't buy or pickup your furniture. On top of that there were salespeople on the floor. I used to sell furniture and know for a fact they are 100% commission. Is this how American Furniture treats their commissioned salespeople??? That's called free labor Jake Jabs and is against the law!!! I felt sorry for these poor people as much as I felt sorry for myself for not being able to accomplish what I went there to do. I ended up going to Furniture Row and made a purchase with them and received wonderful service! I told several people about my experience and everyone agreed no store should remain open if you can't do business. Much less keep a staff on hand that's there for free!! I will never waste my time going to American Furniture again!

Resolved worst customer service

Long story short had to wait 2 months for a sofa, then after damaging a coffee table and 2 end tables over a 7 month period (Return after return was damaged) rude sooooooo rude treating me like it was my fault, so I said I will keep the talbes oh how much is my credit??? The guy gets pissed off and said well youve been flaged and cant shop here any morex!!! Xxxxx jerk can you belive that his name was dale... Well i'm going to try to sue them and take it to court...

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Resolved poor quality furniture and customer service

American Furniture Warehouse sells defective furniture and lacks Customer Service. Here is how the story...

Resolved poor service!

I was told by American Furniture Warehouse the new pillow top mattress and boxspring was manufactured by...

Resolved customer service is the worst - canceled order & never told us

We too, have had issues with American Furniture Warehouse. We purchased a bed on June 13th, and were told it would be delivered between June 18th-June 30th (at the latest). June 30th comes around and no response, so I call the store and they connect me with my sales person. He then informs me that it was shipped out on June 25th, and should be here any day and is probably sitting in the truck out back waiting to be unloaded. I am instructed to wait a few days and call back.

I call on the 5th of July and speak to a customer service person who now tells me that the order has been pushed back and won't be here until August 15th. Keep in mind, we ordered this on the 13th of June and will now have to go 2 months without a bed, when we were originally told 2 weeks. I ask what my options are, and am told I can select another bed, get a refund or wait. I let her know I will have to consult with my boyfriend.

My boyfriend then calls, a little irritated and asks if there is a way to take a percent or dollar amount off for the inconvenience or have it delivered. The lady replies, nope, nothing they can do. My boyfriend, works in customer service and informs her she isn't being very professional about this, that there has to be something we can do. He also, lets her know that he interacts with a ton of people and is not going to speak highly about his experience with American Furniture Warehouse. She tells him, that is against the law and he can't do that. Then the "customer service" lady says there are ways for the order to get lost and that things can happen. He asks to speak to a manager and is informed, that she is as high as it goes.

Keep in mind, they never once called to let us know anything as to the status of the bed and offered no reason why it was delayed. My boyfriend, dumbfounded, says he will keep the order and is obviously very frustrated with the agent. She was extremely rude, unprofessional and threatened to have our order disappear. He calls back and speaks to a sales associate and they apologize and tell us we can now have a $30 in-store credit, so we think it is resolved. The next day, we drive to Longmont to see if there is another bed we like just in case, and don’t find anything and decide to keep the original order and wait it out.

It gets better, two days later, we are checking our bank account and notice a credit of $585, which happens to be the amount of the bed. We call and are informed that they have canceled our order and we are no longer welcome to do business there. Who cancels someone's order and doesn't even tell the customer, seriously, what kind of customer experience is that. American Furniture Warehouse needs to learn how to treat their customers.

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • American Furniture Warehouse [AFW]'s response · Sep 12, 2009

    We at American Furniture Warehouse do everything possible to keep merchandise in stock. We have built 3 enormous warehouses here locally to house merchandise and we having continuous purchase orders paid in advance arriving daily. That being said, we will have times we run out of stock with delays from the vendor as every furniture store encounters. Vendor delays occur for various unperceived reasons; The vendor having their own delays from their vendors, shipping delays due to weather or other reasons, container availability and so on and so on. If we have a vendor delay our only recourse as a retailer would be to evaluate the cause of delay and if delays from a particular vendor becomes common or without merit we would drop the vendor. Because of our volume and because we pay upfront...our vendors do everything they can to meet our orders. Still...all said and done - delays happen, and out of stock situations occur.

    We (as in this case) are always happy to "give the customer their money back", allow the customer to reselect and in some cases as this we gave the customer the option of a $30.00 discount to wait in hopes of making things "right" by the customer. If the customer tells us they want to cancel the order...regardless if it is just out of anger; we are happy to do so. We apologize for the situation as we try to satisfy every customer but we don't want to argue with the customer if they want to cancel their order.

    Most of our customers are repeat customers (in comparison to first time customers) and have shopped and made purchases from our stores many times for many years due to the service and value they find here. I would love to speak to you at your earliest convenience if you would be so kind to contact me directly at 303-727-3103 or feel free to email me at [email protected] in hopes that we may find resolution for you in some way.

    Thank you,

    Rob Naish
    American Furniture Warehouse

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    Sara Zach Jul 20, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I bought a sleeper sofa from American Furniture Warehouse (AFW) on June 11, 2007. After they pulled it from the warehouse June 19, 2007 it was supposed to be at Home Direct Shipping Company June 20th. The shipment was supposed to go out the 20th and then take between 14-21 business days. I talked to customer service a couple days before my 21 days were up and they could not find my sofa. I was supposed to be receiving emails of where my sofa was, but I didn't get those. Then when I called they told me that I had to take it up with the shipping company. Well the shipping company had no record of my order. So I called back to AFW and spoke to the manager of online ordering. He told me that he would look for it and call me back. They thought my sofa was scanned in wrong by the shipping company and ended up in Michigan, and I am in Alabama. Two days later I hadn't received a call from him so I called back. I talked to another gentleman. I asked him since my shipment is past 21 days will I be reimbursed for shipping. He said no that is an estimation. I said there is nothing on your website that states this. I then proceeded to ask him well what will happen if I don't receive my sofa? He said that the shipping company would have to purchase my sofa and they would have to repay me. If I would have known all this had the possibility of going on I would not have purchased the sofa from them, I would have gone locally. The gentleman told me that the manager was working on my case and he would call me back. Well, it's July 19th and I still have not received a call about where my sofa is. So I called back and the manager told me that they were supposed to call me when they found it. I said, "Well I haven't received a call." He said that he would look into it and call me back. Well, I took initiative and called the shipping company again. They told me that they never received my sofa. And it was scanned July 10th at AFW, but never dropped off. Thus, I called the corporate office and talked to the manager over customer service and left a message. She didn't call me back. But the manager of online ordering finally called me back (because the coporate manager had called him) and said that they would give me back $50 on my order since it was not my fault. He said that he would send my couch out on Mon. the 23 and it would be shipped out the 25th, Wed. This just irritated me even more because I spent over $700 on a sofa plus shipping and they think by me not having a sofa for a month and the hassle that I had to go through was worth $50. I understand that I can if needed do not get this resolved that AFW is borderline committing fraud, and if needed legal action will be pursued. I would not recommend anyone out of state to deal with AFW, which is based in Colorado.

    0 Votes
  • Zi
    ZIGGY Mar 12, 2009

    More people need to voice their opinions about American Furniture Warehouse. Tell everyone you know!!!

    They are HORRIBLE...CUSTOMER SERVICE DOES NOT EXIST!!!1

    WHAT ###S THEY BAN YOU FROM SHOPPING AT THEIR STORE IF YOU ARE NOT SATISFIED!!!1

    WHO DOES THIS???

    TOM MARTINO WHERE ARE YOU?

    0 Votes
  • Th
    Thomas Hauser Sep 12, 2009

    I have purchased at American Furniture Warehouse several times over the last 10 years. I have never had even 1 issue with them. My deliveries were prompt, and the furniture was and still is excellent. My first purchase with them was a roll top desk and about 10 years ago and it still looks and functions like brand new. I have bought a reclining sofa set and a mattress, and many smaller items and all are exceptional. I have not had any personal experience with the customer service department but my parents once bought a decorative cabinet for their living room and the drawers would not open smoothly. When they contacted customer service a repairman was sent to their home, this despite that they had picked up the cabinet themselves, and shaved the drawer supports and cabinet is now perfect. Furthermore, I always recommend American to my friends that are looking for furniture, and to this day they all thanked me, as they too have had excellent purchasing experiences.

    Thomas Hauser

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  • Ar
    ArmyWifey May 28, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I LOVE American Furniture Warehouse. They have great prices and nice furniture! The only thing I don't like is that I have a chair that broke and it is discontinued so I don't know how I will replace it! The chair broke during moving my mom actually fell off my brothers truck and broke it! Next time I will have movers move my stuff.

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  • Ni
    nikkicullens Nov 27, 2011

    I purchased $4k worth of furniture from American Furniture Warehouse. All but one item was delivered on time. I have had to contact the store THREE times (because no one from the store has bothered to keep me updated on my order) only to be told each time my delivery date has been extended several more weeks. The last reason my order was further delayed was because other customers had ordered this item before me (this is just the latest excuse). I can understand that. What I can't understand is why I wasn't warned of that, or why AFW didn't keep up with supply, when they clearly knew what the demand was. When I called, the first manager suggested I return all the matching items (which have already been delivered, and which inconveniently give you a four hour delivery time the DAY BEFORE delivery at a charge of 7% of your order) and "get something else". When I asked to speak to another manager he said he was "the only manager in the store". I reinforced my desire to speak with another manager, so he "found one". The second manager was worse than the first! She was rude, condescending, and had a MAJOR attitude, as if this is my fault! She shifted the blame to the supplier, to me the customer, to everyone, but her or her employees. Now, I have to simply sit here and wait until my order may or may not come in. I literally purchased everything in my home around this one item. I took a drawer from the item around the store matching the rest of my furniture to it. Why should I have to get something else because they can't solidify a delivery date? Further, wouldn't offering me something as simple as 10% off my next order be easier than being so incredibly rude about THEIR mistake? I am so frustrated. Unfortunately, AFW simply does not care. They are a "warehouse" company selling mass supply. I wish I had been warned before spending money on items that are important enough to me to be in my home.

    0 Votes
  • Tx
    txhalofan Jun 10, 2012

    Blacks complain the most, everyone is always having to be extra careful around them more than any other race combined. How does the "age of Obama" have any affect on alleged racial discrimination? Bankrupting the country, yes, racial disrimination avoidance, no.

    0 Votes

Resolved very poor customer service!

We have a total of 10,000.00 of furniture we purchased from American Furniture.. WE had a bad apple on the bar stools we picked for our new home. The wood it is made of is ply wood and the bottom are real heavy and By a fall on a carpet it popped the top off?? WE paid 150.00 per stool as a matter of fact we dont even have them paid off yet. I contacted them they sent me a kid that took pictures and told us customer service would help us.. After talking to one and put though another which she said she was director of service blow my mond because all i got was a sarcasite piece of work with a high pitch voice whom name was Leveng , She was the most unconcern person i have ever had to talk to in all my life.. What happen to standing behind your product and making sure the customer was and is highly satisfied!! She basically told me i was SOL and she did not have time for me... This person should not me in a position like this... I will keep sending my problem to as many people as i can until i get solved.. He has no right to sell a cheap piece of wood and not stand by his product i dont know whats worse the girl Leveng or the stool they both rate about the same wood... Very Unsatisfied Customer

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • American Furniture Warehouse [AFW]'s response · Sep 08, 2009

    After finding your complaints here on "Complaints Board" today, I would ask you to please contact me in hopes of resolution regarding these concerns/complaints. We at American Furniture Warehouse do everything we can to make every customer a satisfied customer and we take customer complaints very seriously. Most every customer we have are long time or repeat customers, returning time after time due to the value and service we provide. Please allow us to revisit your complaints by contacting me directly at 303-727-3103 or by emailing me at [email protected]

    Thank you and with our apologies,

    Rob Naish
    American Furniture Warehouse

  • St
    stacey Jul 14, 2008
    This comment was posted by
    a verified customer
    Verified customer

    well i have a terrible experiance story myself...i bought my child a loft bed with desk underneath --the bolts in the ladder were stripped from day 1--my husband and i are not big compaliners so we delt with it--after 4 months of a 60 pound 8 yr old sleeping on it the steel frames had bent--- very dangerous bed----they were extremly rude when i called them--sent out an inspector who completly agreed with me when seeing it---so american futniture warehouse refused to refund or replace my money even though i was on a year warrenty!!! i was told i was ignorant and heard alot of ummmhummmms when i called them for the refund!

    0 Votes
  • 1a
    1amatoph Mar 10, 2009

    Just bought a couple of sofas last night. Salesman told us to contact the delivery # to set up an appointment and time for delivery. When I called they stated they already set up a time. They state the customer isn't allow to set up their own times as they have tons of other delivery's etc. I reminded them that I was the customer and shouldn't the customer be allowed to provide them with a delivery time that was convienent to them? They basically told me no and that I was more then welcome to get a refund on the couches and take my business to another furniture company that was perhaps more willing to be more flexible with a delivery time. They then proceeded to put their foot in their mouths when they asked me "if I thought I was more important then their other customers?" Well, I have news for you. I really don't care about YOUR other customers. I should be treated like YOUR only customer. I was treated extremely rude and I did NOT feel like American Furniture had ME in their best interest as a paying customer. What ever happened to the customer is always right? I'm now withdrawing our bridal registry and contacting my friends and family in Colorado to boycott sales from this company that believes they have a "monopoly" on the market and can treat their customers with such disrespect!!

    0 Votes

racial discrimination and bad customer service

I recently bought a table set from American Furniture Warehouse.

I had to drive to a different store to pick it up because they did not have it in Aurora. I went to the mega store in Englewood and they mistreated my table as they were bringing it out to me. Not only that, an employee walked by me and made imitations of Chinese noises like I could not speak English.

When I called to see if I could come in to talk to a supervisor, they highly discouraged me from coming in and try to wave me off with a 30 dollar in store credit. I then took my time to drive all the way to Thorton and speak to the customer service manager and she was hostile and extremely rude. She did not even seem to be concerned that racism was a big issue and she tried to turn the issue on my by trying to blame me for coming in for revenge when I did not even mention about what happened to the employee. Then she proceeded to raise her voice at me and swore at me. I could not believe that the CUSTOMER SERVICE MANAGER swore at me! I am and will continue to do everything in my power to spread the word to the entire world about American Furniture Warehouse and how they are racist and they discriminate and their managers swear at customers and are extremely unhelpful. They made the situation ten times worse. All I wanted was for them to actually show truly heartfelt concern and realize the severity of the situation and I did not get that at all. The manager didn't even apologize to me once during our conversation, not until right before i left with a new stool (because after I bought the table, it was cracked in half when I brought it home and so was a stool), because then she probably realized what she had just done and was trying to make up for it by being nice. I cannot believe such a company is being run in such a way. If they don't take action for racism and see it as an everyday complaint, I don't even want to know what they do with other situations. As I can see in the other complaints, it seems as though they don't care about their customers and if they don't care enough to want their business, well then they will have NO business at all. The nerve of those people to make me feel like I did something wrong, they have no idea what they have messed with. It is the 21st century, racism is NOT ok. It is a very important matter and I can't believe a business like AFW would just brush it away like it was nothing. I hope Jake Jabs knows what kind of company he's been building.

  • St
    stacey Jul 14, 2008
    This comment was posted by
    a verified customer
    Verified customer

    i completly agree had a very similar issuue with the cust service manager!!

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  • Zi
    ZIGGY Mar 12, 2009

    I completely agree their Customer Service is by far ridiculous. If you ever speak to any of the following people BEWARE... try to record your conversation and then call Tom Martino.


    Tonya---------- Complete jerk and rude. You are pretty much screwed after talking to this one.
    Shanna Marie-----------Knows everything because she has been in the furniture business forever. (WHATEVER!!)

    Rick... DICK!!!

    Gary another piece of work!!!

    BUYERS PLEASE BEWARE. IAM SHOCKED THAT JAKE DOES NOT TAKE ACTION ON THESE PEOPLE. HE SHOULD HAVE SOMEONE ANONYMOUSLY CALL AND SEE WHAT THEY HAVE TO DEAL WITH!!!

    0 Votes
  • Po
    P.O'd in MO Jul 17, 2009

    Please read my friend's story with an American TV store in St. Louis.

    My friend recently purchased a car radio from American TV and Furniture in Cottleville, MO, which is a suburb of St. Peters, Missouri just outside of St. Louis.
    She then returned to buy some speakers, an amplifier and 12' subwoofers.
    When she purchased the car radio, she used her debit card and the transaction went through without a hitch and the salesperson was very friendly and helpful,
    When my friend returned a few days later to buy the speakers, amplifier and subwoofers, she wrote a check from a different account and the salesperson that she had purchased the radio from was off that day.
    When my friend wrote the check, the salesperson said that the check was declined.
    Since the check was over a thousand dollars, it needed a manager's approval.
    The salesperson told my friend that she would get the check approved by her manager and that she could pick up her merchandise at the Customer Pick Up.
    My friend proceeded to the Customer Pick Up to get her merchandise and the POLICE WERE THERE!
    One older cop who was very disrespectful to my friend, asked her WHY she was in Cottleville purchasing anything, as if she didn't have the right to shop and go where she pleased.
    He then gave her a ticket for "Theft By Deceit" and accused her of trying to pass a bad check.
    My friend had more than enough funds in her account to cover the check and all American TV and Furniture had to do is call the bank to verify that the funds were available.
    Instead, they called the police and humiliated my friend.
    My friend immediately called her attorney and needless to say, she's suing.
    I have worked retail for over a decade. In the case a check is declined by the check verification company such as Telecheck or Equifax, then you get a manager's approval who calls the bank to verify the check, or you give the customer a postcard where they can contact Telecheck or Equifax and find out why the check was declined.
    Since the check was over a thousand dollars, it needed a manager's approval anyway. But instead of calling the bank, the manager called the police.
    THIS WOULD NEVER HAVE HAPPENED IF MY FRIEND WERE A MIDDLE AGED WHITE WOMAN.
    THE MANAGER WOULD HAVE NEVER ASSUMED THE WHITE WOMAN WAS TRYING TO PASS A BAD CHECK AND WOULD HAVE FOLLOWED STANDARD BUSINESS PROCEDURE AND CALLED THE BANK TO VERIFY THE FUNDS WERE AVAILABLE OR HE WOULD HAVE ASKED FOR ANOTHER METHOD OF PAYMENT.
    THEY WOULD HAVE NEVER HUMILIATED A WHITE PERSON LIKE THIS BECAUSE THEY KNOW THAT A WHITE PERSON WOULD NOT HAVE PUT UP WITH SUCH TREATMENT AND ALL HELL WOULD BREAK LOOSE.
    WELL, GUESS WHAT? ALL HELL IS GOING TO BREAK LOOSE.
    IF YOU HAVE RECEIVED ANY TREATMENT FROM AMERICAN TV AND FURNITURE STORES THAT EVEN HINTS AT RACIAL DISCRIMINATION, PLEASE E-MAIL ME AT [email protected]
    WE NEED TO PUT THE SAME TYPE OF HEAT ON THE MANAGEMENT OF AMERICAN TV AND FURNITURE THAT THE OWNERS OF THE DAY CAMP IN PHILADELPHIA DID TO THE SWIM CLUB.
    THIS IS THE AGE OF OBAMA AND WE WILL NOT TOLERATE ANY RACISM IN ANY FORM.

    0 Votes
  • On
    One tired American Apr 02, 2010

    If you think that customers are treaded this way and rude, disrespectfully and discrimination. try working there... It's just as bad. You almost have to be blonde hair, blue eyed, white male to get anything there. Latino women being harrassed, male managers having sex with female employees at work, gay and lesbian employees being called "###" and nothing being done.
    I was called as an employee by managers a "###in ###" so many times it was accepted. Don't even get me going with the managers changing employees hours in the time clocks to keep them from having over time.
    Jake has no idea what is going on in his company, it is being run by uneducated, mindless males who run things on there own agenda. The best way were told to get rid of an employee we don't want, random drug test...

    0 Votes

Resolved blackballed by american furniture warehouse!

I purchased a bookcase from American Furniture Warehouse at I-25 & Filmore in Colorado Springs and assumed it came in a box and would require some assembly. When it arrived, it was fully assembled and I said I couldn't fit it in my van. They proceeded to jam it in sideways while I was talking to the shipping clerk. No mention was made that I could have it delivered.

When I got it home, I had considerable difficulty getting it out of the van and up the flight of stairs to my office. I'm 68 and live at 7000 feet. When I unwrapped it, I found a large damaged area in the back of the paneling and that many of the holes for the adjustable shelves had not been drilled. I called AFW several times to no avail except me getting the unit back in my van and taking it back to AFW.

Finally the consumer service clerk said my resources were at an end as I had been "black balled" by AFW because of our many complaints. It developed that several years ago my wife asked for missing shelf supports to be mailed to her. They never were, I found some extra ones in another bookcase. But AFW registered us as chronic complainers and now "we are not welcome to shop there".

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • American Furniture Warehouse [AFW]'s response · Sep 08, 2009

    Dear Princess,

    After reading your complaint here on "Complaints Board" I would love for you to contact me at 303-272-3103 or email me at [email protected] so we could discuss this further. I would like more information so that I could look up what we have on in our records in hopes of resolving this issue with you in some way.

    With My Apologies,

    Rob Naish
    American Furniture Warehouse

  • Pr
    princess Jul 19, 2007
    This comment was posted by
    a verified customer
    Verified customer

    All I want to say is American Furniture Warehouse has some of the most unprofessional customer service agents I have ever dealt with! They will antagonize you by not offering to accommodate the customer in any way and then when you become upset then they say you, the customer are are being irate. I too had my my order canceled! Someone really needs to look into this... because it isn't always the customers fault. AFW, quit siding with your employees and take note... maybe you should just call them yourself, unidentified, or course and ask to speak to one of the managers... LOOK OUT!!

    I know there have to be more people out there who have had issues but just haven't posted any comments.

    0 Votes

delivery policy at american furniture warehouse is entirely inflexible

American Furniture Warehouse at Fillmore and I-25

We purchased a sectional and ottomans from American Furniture Warehouse and dealt with a foreign woman at the register. She did not tell us that the delivery window is set by the delivery dept. and is entirely inflexible. I explained that my husband works nights and would be home at 9 am on a particular day.. She agreeably set our delivery up and when I called re. the delivery window, they said it was 8am to 10:30 am. I explained the conflict and asked for either an afternoon window or to have delivery in the latter part of the stated window. They wouldn’t budge. After going back and forth, the man asked if I wanted to cancel my order and I chose to do so. I called the next day to assure that the purchase had been taken off my VISA. He said yes, all but the cancellation fee. I talked with his supervisor and although the employees don’t appear to understand the policy, he too, was entirely inflexible.

  • Br
    Brrrm Nov 11, 2018

    The associate name is Gilbert Duran he treated us poorly. He discriminated us. And looked at us and treated us with no respect. We have shopped here for about 15+ years and this is the first time we were discriminated this way.

    0 Votes
  • Ch
    Christy Lucas Jun 29, 2019

    The recliner is broken and isnt able to be used. I was told i would have to contact the manufacturer. The seat is the part that is broke on the underneath of it. It is not fixable. I would like to have it replaced if possible.

    0 Votes