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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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1:46 pm EDT
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American Furniture Warehouse [AFW] poor service provided. price was not honored.

I am very disappointed with the service that we recieved as we visited the American Home In Santa Fe, New Mexico on Saint Michael's street on 10/20/19. We walked in looking for a dining room table for our new house. We had already found a table previously at the Albuquerque store and wanted to see if we could get a deal on the one out in Santa Fe because it is closer to home for us. As we located the table we had noticed another table that was marked down from a previous sale that we were told ended on the 12th by the sales representative. We were not impressed at all with the level of customer service we recieved at the Santa Fe location.. The representative seemed like she did not want to be there at all and was not very professional in how she provided her services. The table we wanted was marked down to $399.99. The sales person told us that the price on that table was from a sale that ended on the 12th of this month. We asked if they would honor the price being that the tag was left of the table and that we would buy the table today if they would. She asked the manager and the manager said no. So we were not very happy with our whole experience at the Santa Fe American Home Furniture & Matress store..

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7:51 pm EDT
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American Furniture Warehouse [AFW] complete customer experience!

Thought I would shop local, not again at least with this company. I purchased a queen size mattress set. I got a full size mattress and queen size box spring.
Now trying to correct the problem, so I want to exchange the box spring for full. They come to pick up the queen and no replacement. I paid well over 5k for my entire order. They didn't bring it all in the beginning and it was wrong! Not to happy.

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2:40 pm EST
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American Furniture Warehouse [AFW] bunkbed assembly

Purchased 11/18/18 sales order [protected] item numberDW-4720 bunkbed frame/w. The assembly was completed and the crew said everything was good to go and left the house. I went to inspect the bed and discover some problems. Two of the slats had been split with screws and the SIDE RAIL was split by a screw that's went in on an angle. The screw had been removed (not replaced) and was found across the room behind the door where it was apparently thrown. We are long time customers of AFW and this is unacceptable. I would a partial refund of the purchase, a replacement side rail (installed) or a discount on a twin mattress for the bed. My name is Stephen Wisher, home phone:[protected]. The delivery address was 1172 S Osborn Lane Gilbert AZ 85296. Thank you in advance for your assistance. Pictures included

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3:36 pm EDT
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American Furniture Warehouse [AFW] refund

I purchased a matress from AFW Glendale Az. and paid most of it in cash and the rest financed. I returned the matress because it was too hot. I waited fpr my refund of $574.39, instead AFW gave all my money to the finance company in error. When I asked what I need to do I was told I needed to retreave my money from the finance company Wells Fargo. Wells Fargo said it will take around 30 days to refund.

I called AFW back and spoke to Alyson. She was nice and validated my concern and was looking into it. After a few days when there was no progress on the money that was owed to me... I asked for something from them since my family was depending on that money... They offered me $50 and said that was all that AFW can do to compensate me.

Now... Wells Fargo is telling me that AFW has reached them and pulled ths credit(my money) from them. AFW said they dont have my money and will follow up with Wells Fargo... So at this point no one has my refund. AFW has been nice to me and said they are looking into it and will call me as soon as they find something out from Wells Fargo. In the mean time I am out the money and no one knows when I will get my refund. Please fix this!

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6:32 pm EDT
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American Furniture Warehouse [AFW] power loveseat, couch, and recliner

The USB ports on all three of these are not working gentleman comes out today June 5th to fix them tells us that we should either replace the couches and take a 15% loss or we could have them fixed with the pieces but they can't really you let us know that if they're going to last they could do it again. He fix the recliner didn't even bother to check to see if it works and leaves and the PC put in doesn't even works right now I have a chair that I can't recline and I can't or the lights are on it it's really ridiculous every piece of furniture that we have purchased from you has pretty much had to be replaced other than the bedroom stuff. I spent over $85 for this furniture and everything has been nothing but issues with your company I am going to file a BBB complaint I want my furniture replay store I want a full refund not 15% taken off. I need someone with authority to call me or I am going to call the news and let them know that everything is nothing but a lemon. My phone number is [protected] and I expect a phone call back ASAP. My name is Cheryl lothan louthan my order number was [protected] maybe if you want to do some research and see what crap we received from you.

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11:02 am EDT
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American Furniture Warehouse [AFW] need to make a warranty claim

My husband and I purchased a dining room table and chairs about 3 months ago, it is a solid wood table and over the last few months started severely cracking and splitting. It is obvious that this is a material defect. We have both tried contacting AFW customer service, left messages and get no reply, our messages have not been returned. I even went into the store where we bought the furniture to ask about making a warranty claim and was referred to the customer service telephone number, and that they couldn't help me in store. It seems like the customer service ends after the furniture is delivered. Here's hoping that this avenue won't lead back to the customer service referral dead end.

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American Furniture Warehouse [AFW] customer service

On April 3 I contacted American furniture warehouse regarding the pending status of my refund on the bedroom set that I had purchased days earlier . The original customer service representative advised me to call back a day later just to verify that the actual refund was processed. Upon contacting American furniture warehouse store location on Abilene in Aurora Colorado I was greeted by Joseph a store representative who apparently should not have been answering the phone. Joseph was very rude dismissive and ended up hanging up the phone on me before resolving my issue stating he could not look up my information without my order number and proceeded to lecture me on the importance of keeping my receipt. I called back and spoke to a representative by the name of Christina who also felt it was very funny... Joseph‘s behavior and was able to pull up my account information and get me the information I need it within less than five minutes.

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American Furniture Warehouse [AFW] sectional reclining sofa

My boyfriend and I recently purchased a sectional sofa from American Furniture warehouse that was delivered Sunday the 25th of February. Upon delivery we noticed that the console was cracked and broken in the back, and have since attempted to contact them. I have left 2 voicemails and now the phone number is not working at all for the Englewood location. No one from American Furniture has attempted to contact either me or my boyfriend and he has attempted to call multiple times as well. I am really disappointed as I love the sectional, and wish to resolve the issue with the console.

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American Furniture Warehouse [AFW] sofa cushions

On February 28, 2018 I had a service tech from your store come to my store and check on a couple of cushions that need repair. The gentleman was nice and cordial and said someone from the service center would give me a return call. I received that call about 30 minutes later telling me what my options were. Explaining to me that I would be responsible for the repair cost because I am a commercial account. I PAY the same amount as everyone else, no discount.

This didn't set well with me, first being that the cushions are clearly defective, second, that they are only seven months old, third, I never return or ask you to repair anything I buy, and the kicker is I have purchased over $96, 000 from your store.

With that being said, DISAPPOINTMENT and DISBELIEF are words that come to my mind. It's amazing to me that you would treat any customer like this, let alone a customer who has been loyal and spent such a large amount with you.

Very Disappointed

Troy Ritter
Today's Image Rentals and Sales
2830 N. Ave. C-3
Grand Junction, Co. 81501

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Shaun R.
, US
Feb 28, 2018 12:59 pm EST

Hi Troy. Appreciated reading your concerns. What you are complaining about is not unique to American Furniture Warehouse. In most cases, manufactures' warranties do not apply when the product is being used in a commercial setting. If you'll take a moment to acquaint yourself with many warranty contracts you'll see this is the case.

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American Furniture Warehouse [AFW] bed set

I bought this bed set in the end of March 2017. When I moved I noticed they had used a stripped-out leg on my dresser and screwed it in so it wouldn't move. I also noticed my bed was making some noise. When I moved into my new house in October I set up my bed and it has gotten increasingly noisy and squeaky. I called for them to fix it. When the service guy came he put a screw in foot board and placed a block of wood underneath my footboard. Although the bed is not noisy, this is just a quick fix, probably because the warranty will expire soon so AFW doesn't want to fix their mistakes. I was never given this "block of wood" underneath my footboard and I believe it has caused extra ware and tear. Instead of a ‘quick fix' you would think AFW would fix the problem correctly especially since most customers are spending a good chinch of change. Very disappointing. And now I am on the market searching for living room furniture but I don't think I will be returning here.

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American Furniture Warehouse [AFW] customer service representative

My husband and I purchase a bedroom set and the headboard arrived cracked from side to side. We called customer service and were transferred to a person by the name of Brittany Powers. She was very rude, unprofessional, talking over us during the conversation and hung up on us refusing to help us. Her incompetence and vicious behavior amped the situation and added insult to injury. We are left without a bed to sleep on, damaged furniture that was very expensive and a great amount of time lost and unfruitful effort. Customer service representatives like this give companies a bad name and attacking the customers will harm business as they are Not good assets but detrimental to a business's good name.

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American Furniture Warehouse [AFW] updated: mattress/ afw does not follow manufacturer's warranty

American Furniture Warehouse
American Furniture Warehouse Contacts & Information
Posted: Jan 20, 2018 by KMD01
mattress/afw does not follow manufacturer's warranty
Complaint Rating: 0 % with 1 votes
Contact information:
Grand Junction, Colorado
United States
I purchased top of the line Sealy mattress set 15 months ago from AFW in Grand Junction, CO. It has a 10 year warranty. After submitting a claim with AFW, they sent someone out to inspect it. I received a letter that states that because it has a stain, it voids the manufacturer warranty. This stain is on the very edge of the mattress and occurred because my window was open when my sprinklers came on. Now when I called, they informed me that it was out of their control and that the decision was based on the manufacturer warranty. I was also informed that they couldn't monitor if the customer was provided the warranty information.

So with that, I researched Sealy's website for warranty information. Sealy states clearly that if the mattress structure damage is not a result of abuse (stains, rips, tears, burns, etc.) that it is covered by the standard warranty. I have an email from AFW's customer service director that states that the stain did not cause the structure damage but yet still no resolution to this issue.

BUYER BEWARE! AFW has very sketchy business practices. They do not provide their customers with manufacturer warranty information and they do not follow the manufacturer warranty guidelines.

UPDATE: I further contacted Sealy and reviewed the information provided/findings that AFW provided to me. I have received an email from Sealy who states that they will replace my sleep set. I have included screenshots of the warranty information from Sealy and the response from Sealy.

I hope this helps other consumers when looking to purchase a new sleep set. Please avoid businesses with sketchy business practices.

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Update by KMD01
Jan 25, 2018 3:27 pm EST

I have submitted a picture of the letter received stating that the reason for denial is because of a stain that voided the warranty. This is not true obviously because the manufacturer is upholding their warranty and replacing it. But I have to give an A for effort to the AFW customer care for their response that clearly tries again to take the blame off of them and divert it to the consumer. My advice to AFW before trying to state that it is the customers responsibility to research the warranty on their own is that you all read it as well and familiarize yourselves with it. If you had, then we could have resolved this matter without the need of contacting the manufacturer directly to find out that your statements were false.

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Shaun R.
, US
Jan 25, 2018 1:26 pm EST

In looking at a different brand of mattress, I was told about the same warranty coverage. It was explained to the importance of using a mattress cover to protect the warranty.

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KMD01
, US
Jan 25, 2018 3:22 pm EST
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Replying to comment of Shaun R.

I agree that most of the warranties are the same but the problem that started this complaint is that they stated: stain voids warranty per manufacturer. That is not true in all cases. It clearly states in the manufacturer warranty that if the abuse (stain, burn, rips, tears, etc) did not cause the defect that the mattress would be covered under warranty. I received an email from the customer service director that states if he had to guess the small stain did not cause the defect as the stain was at the very edge and the defect is in the middle of the bed. In speaking with the manufacturer, they informed me that a mishap to the cover does not void all warranties. They are upholding their warranty but noting that the retailer would not resolve this issue.

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Shaun R.
, US
Jan 25, 2018 4:39 pm EST
Replying to comment of KMD01

Appreciate the response.

That being the case, have you had Serta send someone out?

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Shaun R.
, US
Jan 25, 2018 4:40 pm EST
Replying to comment of KMD01

Appreciate the response.

That being the case, have you had Sealy send someone out?

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KMD01
, US
Jan 25, 2018 5:09 pm EST
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Replying to comment of Shaun R.

Sealy didn't have anyone that serviced the Western Slope here in Colorado. So they had me provide the information (pictures, measurements, etc.) They provided me the instructions to do so and I have received a determination from Sealy that it would be replaced by them under warranty. With that being said, I feel that future and past customers should see how this was handled by AFW and know that they have options.

Thank you for your response.

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American Furniture Warehouse [AFW] mattress/afw does not follow manufacturer's warranty

I purchased top of the line Sealy mattress set 15 months ago from AFW in Grand Junction, CO. It has a 10 year warranty. After submitting a claim with AFW, they sent someone out to inspect it. I received a letter that states that because it has a stain, it voids the manufacturer warranty. This stain is on the very edge of the mattress and occurred because my window was open when my sprinklers came on. Now when I called, they informed me that it was out of their control and that the decision was based on the manufacturer warranty. I was also informed that they couldn't monitor if the customer was provided the warranty information.

So with that, I researched Sealy's website for warranty information. Sealy states clearly that if the mattress structure damage is not a result of abuse (stains, rips, tears, burns, etc.) that it is covered by the standard warranty. I have an email from AFW's customer service director that states that the stain did not cause the structure damage but yet still no resolution to this issue.

BUYER BEWARE! AFW has very sketchy business practices. They do not provide their customers with manufacturer warranty information and they do not follow the manufacturer warranty guidelines.

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American Furniture Warehouse [AFW] desk

I bought a desk and when the delivery drivers delivered it on on 1/11/17 the desk had a factory default. They had to take it back to have a new one delivered. I asked the driver if there were more desks to replace the one I had and he said yes (reason I asked was because the sales lady a week prior said there were only 4 left). New delivery scheduled for 1/15/17 between 1100- 130. By 215 I had not heard anything so I called CS, they are late. Drivers showed up an hour late but never attempted to call me. Well they brought the same factory defect desk that would not work the prior delivery. I was told that was because there were no more desks. I spoke with CS and asked for a full credit, this was not my fault. She sounded shocked said I still had the desk legs at my house, which I did not. Never got a call back and only partial credit back. I will not shop at AFW AGAIN

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American Furniture Warehouse [AFW] the financing don't do it

So I purchased with a american furniture retail card no interest for a year. Ok I set up the last payment to pay the account in full. But wala the payment wasnt taken out because they said I was on auto pay. But yety they took a payment last month of 400 that was not on auto pay. Now they are charging me 1200 for interest. This is outrageous when I dont even owe this much on the original balance.

I will close the account pay the amount I borrowed and I will not I repeat will not pay the 1200 interest. I will let it ruin my credit. I have three new cars a new house and I don't need credit just to prove a point I am not paying it.

I am 54 with health issues so good luck to them [censor] for trying to cheat me. When I called they hung up on me when I called back they were closed [censor] service plus I get to talk to a foreigner they cant even employ people in the united states WOW.

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Shaun R.
, US
Oct 24, 2017 6:35 am EDT

I think this is the first time I've read a complaint about hoping you might die early as to not pay off a disputed debt. Hopefully that isn't the case ;-) Just be careful. Being a legitimate debt doesn't mean it was a debt you were expecting. Many accounts require that the terms of the agreement be met in order to qualify for the no interest period; this sounds like one of them. If you were on an auto-payment system, I'd see if you can prove that (1) the auto-payment was one established by American Furniture Warehouse (this makes it a 'pull' auto-payment system instead of a 'push' auto-payment set up by your bank or other third party) and (2) that funds were available on the date the payment should have 'pulled' from your account. Unless those two stipulations exist, you MAY find that the 'no interest' period was rightfully withdrawn when a payment was late.

If determined that the 'no interest' offer was correctly rescinded, the second question becomes the correct amount of interest and late charges which are applied. Your original card holder agreement should outline these terms, but you would want to confirm whether the interest is simple versus compounded and if and how late payment charges are applied. In addition you should be weary about additional costs if the account goes to 'collections.'

Just because the amount is outstanding, doesn't mean that the original debtee, in this case American Furniture Warehouse, is out anything. Many times the financing amount can be provided for by a different division or third party source. If not initially, it can be sold to a third-party at any given time. In addition, the collections process can be either internal, external or a combination thereof. This is important only because, as each additional entity becomes involved, they have the legal ability to add-on to their own fees. Years down the road, any particular entity that has either been assigned to collect the debt or ends up holding the debt, can get a judgement to lien on anything you may have title to, like your home or automobiles. Once this happens, they're assured of getting paid because title is going to pass at some time. It's also possible, although not as likely, that they could garnish payroll, tax refunds, etc.

None of this is provided as negative or a 'threat' only as advise so you might have a clear picture as to what you could be up against. My suggestion would be to not ignore the debt, but be proactive in getting it resolved earlier than later.

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American Furniture Warehouse [AFW] sofa / chair and a half

We bought sofa and chair and a half in 2010. It's completely peeled all over and has sunk so far down we have boards under couch for support. This is worst furniture that we have ever bought. Right now remodeling house so keeping. Otherwise would have places to curb years ago. It's frustrating to spend hard earned money on junk. It started out with one spot wearing away and then before we knew it peeling everywhere. It's been peeling nonstop so much I would've thought it would all be off by now. But no. It's just sticks to you and trails crumbs of coating all through the house. Very frustrated. American in peoria went out of business and with furniture like this I can see why. Not sure how you can make it right but wanted to pass on.
Rachel Lehn

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American Furniture Warehouse [AFW] per recl console loveseat bonded leather 1d-9760 prl

Bought loveseat on July 15, 2014. After not quite one year we had to replace the reclining motor. Now all the bonded leather is peeling off and it looks awful. I think that this piece of furniture should have lasted more than a few years. I am very disappointed and am wondering if there is anything that AFW WILL DO TO RECTIFY this problem. I spent $568.00 on this couch and feel like I did not get my money's worth from it.

My name is Jane Murphy, 1813 Tyler Ave., Longmont, CO. My phone number is [protected]. The sales order is [protected] dated 7/15/2014. We opened an account and our customer #[protected]. Hope to hear from someone in the near future.

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American Furniture Warehouse [AFW] furniture set purchased june 16

I moved to Colorado last month and was asking around about good place to purchase furniture and was told to go to afw.
This is the worst place I have ever been to
The couch was ripped being delivered and i had to wait 2 days for a replacement
When the new couch came it was the same couch that was damaged during the first delivery
I called and was told the was a mistake made some how
Fast forward 2 weeks again a delivery problem and the mattresses I ordered came but they didn't match and again I called CS
And was told it was my deliveryman fault
Couch I purchased June 16 2017 is stating to sag and the pillow droop the middle of the couch is falling in as if we have had this couch for years ands its only been 3 weeks
The pillow that come with the couch have come unstitched and were delivered that way
Ottoman staples and poking out and hurt if you put your feet up
$1100 wasted with this store will never go back

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American Furniture Warehouse [AFW] couch order # [protected]

To whom it may concern
I am a new customer who is very unhappy with the level of service not only delivery but product wise. I purchased some couches that was supposed to be delivered this past Saturday. Somehow the address was incorrect mind you I have to work on Saturdays so I had to reschedule my day because as I'm sure you're aware as a customer we can't dictate the time that is going to be delivered so I had to wait on the time of delivery. so not only did I lose a day of pay but then on my day off Sunday I have to sit and wait for my for my furniture to be delivered.
With that being said my delivery date was changed for this past Sunday from 130 to 4 and they didn't show up till about almost 5. At the end of the day I was thankful because the furniture that I chose was something that I really wanted the kids loved it.
The following day Monday as we are relaxing watching television my daughter went to get on the couch and scratched herself she started crying saying that she was bleeding sure enough she was scratched her skin was broken and bleeding. I asked her how she did it she said it was from the couch and then showed me. There was a nail about an inch high sticking out of the arm post of the couch. This is completely unacceptable does the furniture not get checked?
I am completely appalled and so disappointed of the quality of the product. I expected higher quality of the product especially for what it was marked up. I do hope that you guys will make this right. Attached is a picture of the couch. I know that this is not going to heal my daughters wound but if need be I will return these couches if you as a company do not value me and my family as customers. I am not rich I work very hard for the things that I have and the things that I'm able to provide for my children and I hope that as a company that is valued!
Sincerely
An Uhappy Customer!
Elizabeth Bolivar Stonbraker

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American Furniture Warehouse [AFW] terrible customer service

Hi all!

Please do not buy anything from American Furniture Warehouse. My husband and I bought a dining room set and a sectional from American Warehouse 3 weeks ago. We were told that the two bar stools that came with the dining rooms set would be on back order which we were fine with. Upon delivery we actually received our full dining room set but the chase that was supposed to come with our sectional was not delivered. As you can imagine, we were quite upset that we were delivered an incomplete sectional but we were told the remaining piece would come in the next few days; okay fine, we were okay with that. Fast forward to the scheduled delivery time for our chase, the truck arrives and the delivery man comes to my door and said that they actually do not have our piece and that I should call customer service. So I called customer service and escalated to a manager my disappointment that this missing last piece has caused a lot of frustration, time I have taken away from work for a delivery that was never delivered and the discontent of having an incomplete sectional in my living room. The manager gave me three options: they would refund me the cost of the couch, waive my delivery fee or wait until March for the next bulk order of chases to come in (writing this on 2/8/17). So basically I have to wait a month for the last remaining piece of my sectional and by the way she couldn't tell me exactly when in March the chase would be in but said they would give me a call when the order arrived. So here we are, my family with an incomplete sectional for at least a month and the only way they're are willing to fix it is to refund me the delivery fee or they would happily come back to pick up my incomplete sectional. I will never buy from American Furniture Warehouse again! They do nothing to make the customer experience a pleasant one and sell items that aren't even in stock. Zero stars and a complete waste of time dealing with American Furniture Warehouse.

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