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American Furniture Warehousebad furniture and they don't care

T
This review was posted by
a verified customer
Verified customer

I bought a table from American Family Warehouse and decided I would pick it up myself. I called a few days later to ask if it was in yet, and they said it was. So I borrowed a van big enough to put it in and drove 45 minutes to get there (1.5 hours round trip). Once I got there they said they were wrong and it was not in. I called later and talked to customer service and they acted like it was my fault and I don't think they really cared. The table came in a few days later so once again I had to borrow a vehicle to pick it up in and drive another 1 1/2 hours round trip. When I got there they tried to give me three chairs saying that the fourth was on back ordered. I got them to go back and look again and they found it. Once we got the table home we realized that the middle of the table did not fit all the way together so there was a sizeable gap. AFW had a "tech" come out and look at it, but he was not able to do anything. He called and they agreed to have a new one delivered and to pick the old one up. This would have been such an easy and acceptable resolution, but once they found out I picked it up from the store myself they said I had to take it back myself. I had already spent three hours driving to pick up the table and it was not my fault that the table was broken. The customer service person I talked to was very rude and absolutely did not care. This purchase was almost a thousand dollars I would think the least they could do was deliver a new table. I finally got a hold of the customer service manager and she finally agreed to deliver a new table this one time. Overall, this has been a very bad experience and I just don't think anybody cares. I have spent thousands of dollars at AFW, and all I expect is a little care and compassion. Jake Jabs says they care about Colorado, but they just don't show it. I just want somebody to know that I'm very unhappy and it should have been so easy to take care of if you really cared.

RESOLVED

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

  • American Furniture Warehouse [AFW]'s response · Nov 06, 2012

    We do really care Troy!!! I see that we gave you a free delivery and a store credit to make amends to your concerns (in hopes of). We try to explain how things work and with that we listened to you as a valuable customer and then tried to make things right by you. We are glad that Pat was able to help! Rob Naish AFW

  • American Furniture Warehouse [AFW]'s response · Nov 06, 2012

    Troy your concerns are important to us and I will promise you that I WILL "look in to it". American Furniture Warehouse strives to be the best in home furnishings and as you probably know we have become the biggest and largest volume furniture store in Colorado so you know we must being doing something riight. If we are doing something wrong we will fix it!!! Thank you Troy! I'm sorry that we have disappointed you!!! Rob Naish AFW

Responses

  • Tr
    Troy Zwickle Nov 06, 2012
    This comment was posted by
    a verified customer
    Verified customer

    Thank you for responding Rob, but I don't think I got my point acrossed correctly. My whole point was that when these things happened the customer service person was very rude, and completely acted like they didn't care. The person that gave me the in store credit showed absolutely no concern that I had to drive 1.5 hours to pick up my furniture that wasn't there. He actually tried to tell me it was my fault. He only gave me the store credit after he could tell I was upset. I didn't want the store credit I just wanted somebody to show concern. The person I first talked to about getting the new table delived was extremely rude and actually told me I could talk to somebody else if I wanted to hear the same answer, and then he asked me to give the phone to the tech and I never talked to him again and never received a resolution. They only person that showed care and concern was the last person that I talked to. She explained AFW policy very nicely, listened to what I had to say, and then took care of the situation. The whole point is that everybody else was absoluteley not nice and did not show any care or concern towards me as a customer. Thank you again for responding, but I think you should take a better look at some of the people that you have working there and make sure they are reacting the way they really should be.

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