American Furniture Warehouse [AFW]

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 .

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

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.

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

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

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

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

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

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

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.

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.