American Furniture Warehouse [AFW] review: Darline (claimed as sales manager) at Colorado Springs location

I am filing a formal complaint regarding Darline, who identified herself as a manager at the American Furniture Warehouse Colorado Springs location.

A furniture item was mistakenly added to my order by the salesperson at the Fort Collins store and was later delivered to my home. I did not intend to purchase this item. Because the item was added due to a sales error, I am requesting that AFW pick it up at no cost and provide a full refund without a 15% restocking fee or the $79 delivery/return fee.

I contacted customer service to resolve the issue and spoke with Darlene. During the conversation, she stated that she needed to confirm the circumstances with the salesperson at the Fort Collins store before deciding whether the 15% restocking fee could be waived. She also stated that even if the restocking fee were waived, I would still be charged $79. I explained that I did not believe I should be responsible for any fee because the item was added to my order through no fault of my own.

I was also disappointed by the tone and manner of the conversation, which I felt was dismissive and unprofessional. Darline stated that she had worked for AFW for more than ten years, identified herself as the manager, and said there was no one above her at that location. When I asked for her full name, she declined and provided only her first name.

I also informed her that during the delivery the previous day, the delivery employees dropped or mishandled the furniture and struck my staircase while taking it upstairs, potentially causing damage. Darline told me she would email me a home-damage report so I could submit photographs and videos. I provided my email address, but I have not yet received the promised email or claim information.

I am a repeat AFW customer and have placed multiple furniture orders. This experience has affected my confidence in continuing to purchase from AFW.

I am requesting that AFW:
1. Review my customer-service interaction with Darlene.
2. Provide a written response explaining how these issues will be resolved.

I am happy to provide my order information, receipts, photographs, videos, and any other supporting documentation requested.