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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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6:38 pm EST
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American Furniture Warehouse [AFW] 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!

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9:30 pm EST
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American Furniture Warehouse [AFW] 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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12:00 am EST
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American Furniture Warehouse [AFW] poor quality furniture and customer service

American Furniture Warehouse sells defective furniture and lacks Customer Service.
Here is how the story goes.
My husband and I purchased a black desk from AFW. We brought the desk home and there was a big chunk missing from the hutch. We went back down that night to exchange it out. We returned home with another hutch. When we opened it it was again broken. The next day we went back. The return department brought down another desk that was in shambles. They then got another desk in which there were staples in all of the wood when I showed the guy he said oops and then told me that they did not have any more desks. I said I needed the floor model because I needed it ASAP yet again this piece had chips missing from it. I returned the whole desk set and recieved a 50.00 credit. I put my money back into AFW and got a completely different desk and actually spent more money. We got the desk home and the top hutch was broken. I informed customer service that I needed a new one delivered to me as I have already made 4 trips and she said that I would have to pay 50.00. I called Corporate the next day and spoke with Laura. Laura was completely rude she informed me that I am never satisfied. I told her it is because I am recieving broken furniture that I have paid full price for. I explained that I did not feel that I should have to pay for the delivery. She proceeded to say is that all I want is money and credits and even if I recive that I will still not be satisfied. I informed her that I am not asking for money just the delivery and she said that then they cant pay their delivery driver if they are waving the fee. She marked our profile as a crohnic complainer and said that she would get it delivered however if it was delivered damaged we were not allowed to return it at all! We have to keep it damaged.! In addition she said that if we complained any more she would come out and have the remainder of the desk taken from our home. We have bought and paid for this desk and she can not threaten us with this. I informed her that if the top hutch was broken we would be taking the entire thing back for a refund and they would lose our business and she said that they are not losing any business.
AFW does not stand behind their product or care about their customers. They only care that they control the furniture market and what they can get from our pockets. Please be aware of what you buy from there.. I strongly suggest opening your product before you leave and having them repackage it for you. Do not worry about the line or the inconvience because they do not care about YOU!

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Franci Greenberg
Denver, US
Aug 30, 2023 3:43 am EDT

I was treated similarly to Megan Scott. Threatened, after many years of loyalty the delivery people were terrible with how they put furniture together causing damage because they were told I wasn't satisfied. They expected me and my managers to stay 2 1/2 hours PAST their window to accommodate them after they lied and lied about when they were coming.

They have put my health and the health of my loved ones in jeprody. Yet demanded more money. They were the problem and tried to make the customer the guilty party. No more. I don't tolerate abuse after so much loyalty.

The service has been so terrible. They expected me to just be fine with their damages they have caused. I just wouldn't be. Refund and grow up. Allow yourself to be treated the way you have treated a good former customer. They just want your money and for you, the customer to go away. It enlightened me to such better places with much higher quality furniture and service.

FSG

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BecWhite
Whitewater, US
Feb 08, 2013 3:32 pm EST

I agree with the comments on this page. I was so discouraged on 2/7/2013. I was at American furniture in Grand Junction, Colorado. I found a chair-side table that would go with my furniture at home. It was hard to find someone that would help me and then when I did the sales person acted like it was an inconvenience. The salesman that did help me rang up my purchase and told me it was going to be about 10 minutes to get my item. I had to walk to a different counter to get a pager. The employee there told me it was going to be approximately 10 minutes because they are not real busy. I had my 5 year old and 2 year old grand children with me. They were getting bored and restless. I waited for 27 minutes, went up to the cashier to get my money back. She was snotty and rude. I said that I was told I would have to wait 10 minutes, I wanted my money back and that I was very disappointed in the service. The cashier told me “Well, you don’t have to be here.” So, I asked for a manager. That was a big mistake because the manager was just as rude. She told me that I had only been waiting 20 minutes. This is not true at all. According to my receipt from the time I was refunded my money was 29 minutes. I will not shop at this place again. I was going to go there and get a new dining room set and a bed for my grandchildren when I received my taxes. My money will not be spent there.

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OWR
Fountain, US
Jan 17, 2013 2:13 pm EST

Unfortunately, Ms Scott is correct. There customer service sucks and they do not stand behind their products. There return policy is something called reality based. At this point, I am neither satisfied nor dissatisfied with the company. I bought my furniture around January 8 and my media cabinet which seemed to be of decent quality had a major defect and was falling apart. It has not been hit or mistreated in anyway yet customer service seems to believe that I did something wrong. My son kept telling me do not open the boxes until you have a video camera running so that it shows that there was no damage to the box so there should be no damage to the furniture - I thought he was being paranoid (I guess he had the last laugh). I do want to point out that the sales person was somewhat decent because she took the time to educate me on the quality of the furniture. When I inquired about the return policy this is what I got.

Thank you for your interest in American Furniture Warehouse. Since each situation is different and there are many variables that may be involved, we do have a “reality based” return policy. That is, we want to evaluate each situation individually to determine what is fair and reasonable in the particular case. American Furniture Warehouse strives to do it right the first time, by having you consider all of the possible variables before making a purchase. We have pre-printed promotional materials available for you to take home and we also offer a free design service, having one of our sales associates come to your home to help you find the right fit, look, and style for each room. As well, we have a “Room Planner” program available online and in store to help you determine if the merchandise will be a good fit for your room (http://www.afwonline.com/roomplanner.asp) and extensive product information available so that you may make an informed buying decision in regards to the products you are considering
(http://www.afwonline.com/customer-service/furniture-information-tags.asp). However, if you do find it necessary to return an item that you purchased, we ask you contact our customer service department to discuss your situation so that we may look into the possible options for you.

And my experience was that they make it impossible to return items. I have bought from them several times and I always noticed that the stuff was of cheaper quality (meaning damaged or falling apart in someway - I always fixed it myself and brought it to their attention telling them that part of the problem is that the warehouse workers mistreat the furniture but the company doesn't really care so I moved on. So do your research.

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American Furniture Warehouse [AFW] - poor service!

I was told by American Furniture Warehouse the new pillow top mattress and boxspring was manufactured by Therapedic. When I received the bed it was only a Therapedic box spring and a cheap pillow top mattress by some unknown manufacture called Medic (manufactured by Summit). I spent over $400 for the Full size mattress and boxspring. From the first...

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American Furniture Warehouse [AFW] - 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...

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American Furniture Warehouse [AFW] 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

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1amatoph
Centennial, US
Mar 10, 2009 3:23 pm EDT

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!

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stacey
,
Jul 14, 2008 2:21 pm EDT

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!

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American Furniture Warehouse [AFW] - 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...

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American Furniture Warehouse [AFW] 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".

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princess
,
Jul 19, 2007 10:56 am EDT

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.

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12:00 am EDT

American Furniture Warehouse [AFW] 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.

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Christy Lucas
, US
Jun 29, 2019 10:40 pm EDT

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.

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Brrrm
, US
Nov 11, 2018 12:00 pm EST

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.

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