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[Resolved] American Furniture Warehouse / customer service is the worst - canceled order & never told us

1 United States Review updated:

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 day and is probably sitting in the truck out back waiting to be unloaded. I am instructed to wait a few days and call back.

I call on the 5th of July and speak to a customer service person who now tells me that the order has been pushed back and won't be here until August 15th. Keep in mind, we ordered this on the 13th of June and will now have to go 2 months without a bed, when we were originally told 2 weeks. I ask what my options are, and am told I can select another bed, get a refund or wait. I let her know I will have to consult with my boyfriend.

My boyfriend then calls, a little irritated and asks if there is a way to take a percent or dollar amount off for the inconvenience or have it delivered. The lady replies, nope, nothing they can do. My boyfriend, works in customer service and informs her she isn't being very professional about this, that there has to be something we can do. He also, lets her know that he interacts with a ton of people and is not going to speak highly about his experience with American Furniture Warehouse. She tells him, that is against the law and he can't do that. Then the "customer service" lady says there are ways for the order to get lost and that things can happen. He asks to speak to a manager and is informed, that she is as high as it goes.

Keep in mind, they never once called to let us know anything as to the status of the bed and offered no reason why it was delayed. My boyfriend, dumbfounded, says he will keep the order and is obviously very frustrated with the agent. She was extremely rude, unprofessional and threatened to have our order disappear. He calls back and speaks to a sales associate and they apologize and tell us we can now have a $30 in-store credit, so we think it is resolved. The next day, we drive to Longmont to see if there is another bed we like just in case, and don’t find anything and decide to keep the original order and wait it out.

It gets better, two days later, we are checking our bank account and notice a credit of $585, which happens to be the amount of the bed. We call and are informed that they have canceled our order and we are no longer welcome to do business there. Who cancels someone's order and doesn't even tell the customer, seriously, what kind of customer experience is that. American Furniture Warehouse needs to learn how to treat their customers.

Resolution statement

Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

We at American Furniture Warehouse do everything possible to keep merchandise in stock. We have built 3 enormous warehouses here locally to house merchandise and we having continuous purchase orders paid in advance arriving daily. That being said, we will have times we run out of stock with delays from the vendor as every furniture store encounters. Vendor delays occur for various unperceived reasons; The vendor having their own delays from their vendors, shipping delays due to weather or other reasons, container availability and so on and so on. If we have a vendor delay our only recourse as a retailer would be to evaluate the cause of delay and if delays from a particular vendor becomes common or without merit we would drop the vendor. Because of our volume and because we pay upfront...our vendors do everything they can to meet our orders. Still...all said and done - delays happen, and out of stock situations occur.

We (as in this case) are always happy to "give the customer their money back", allow the customer to reselect and in some cases as this we gave the customer the option of a $30.00 discount to wait in hopes of making things "right" by the customer. If the customer tells us they want to cancel the order...regardless if it is just out of anger; we are happy to do so. We apologize for the situation as we try to satisfy every customer but we don't want to argue with the customer if they want to cancel their order.

Most of our customers are repeat customers (in comparison to first time customers) and have shopped and made purchases from our stores many times for many years due to the service and value they find here. I would love to speak to you at your earliest convenience if you would be so kind to contact me directly at 303-727-3103 or feel free to email me at rnaish@afwonline.com in hopes that we may find resolution for you in some way.

Thank you,

Rob Naish
American Furniture Warehouse

Je
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Comments

Sa
  20th of Jul, 2007
0 Votes

I bought a sleeper sofa from American Furniture Warehouse (AFW) on June 11, 2007. After they pulled it from the warehouse June 19, 2007 it was supposed to be at Home Direct Shipping Company June 20th. The shipment was supposed to go out the 20th and then take between 14-21 business days. I talked to customer service a couple days before my 21 days were up and they could not find my sofa. I was supposed to be receiving emails of where my sofa was, but I didn't get those. Then when I called they told me that I had to take it up with the shipping company. Well the shipping company had no record of my order. So I called back to AFW and spoke to the manager of online ordering. He told me that he would look for it and call me back. They thought my sofa was scanned in wrong by the shipping company and ended up in Michigan, and I am in Alabama. Two days later I hadn't received a call from him so I called back. I talked to another gentleman. I asked him since my shipment is past 21 days will I be reimbursed for shipping. He said no that is an estimation. I said there is nothing on your website that states this. I then proceeded to ask him well what will happen if I don't receive my sofa? He said that the shipping company would have to purchase my sofa and they would have to repay me. If I would have known all this had the possibility of going on I would not have purchased the sofa from them, I would have gone locally. The gentleman told me that the manager was working on my case and he would call me back. Well, it's July 19th and I still have not received a call about where my sofa is. So I called back and the manager told me that they were supposed to call me when they found it. I said, "Well I haven't received a call." He said that he would look into it and call me back. Well, I took initiative and called the shipping company again. They told me that they never received my sofa. And it was scanned July 10th at AFW, but never dropped off. Thus, I called the corporate office and talked to the manager over customer service and left a message. She didn't call me back. But the manager of online ordering finally called me back (because the coporate manager had called him) and said that they would give me back $50 on my order since it was not my fault. He said that he would send my couch out on Mon. the 23 and it would be shipped out the 25th, Wed. This just irritated me even more because I spent over $700 on a sofa plus shipping and they think by me not having a sofa for a month and the hassle that I had to go through was worth $50. I understand that I can if needed do not get this resolved that AFW is borderline committing fraud, and if needed legal action will be pursued. I would not recommend anyone out of state to deal with AFW, which is based in Colorado.

Zi
  12th of Mar, 2009
0 Votes

More people need to voice their opinions about American Furniture Warehouse. Tell everyone you know!!!

They are HORRIBLE...CUSTOMER SERVICE DOES NOT EXIST!!!1

WHAT ###S THEY BAN YOU FROM SHOPPING AT THEIR STORE IF YOU ARE NOT SATISFIED!!!1

WHO DOES THIS???

TOM MARTINO WHERE ARE YOU?

Th
  12th of Sep, 2009
0 Votes

I have purchased at American Furniture Warehouse several times over the last 10 years. I have never had even 1 issue with them. My deliveries were prompt, and the furniture was and still is excellent. My first purchase with them was a roll top desk and about 10 years ago and it still looks and functions like brand new. I have bought a reclining sofa set and a mattress, and many smaller items and all are exceptional. I have not had any personal experience with the customer service department but my parents once bought a decorative cabinet for their living room and the drawers would not open smoothly. When they contacted customer service a repairman was sent to their home, this despite that they had picked up the cabinet themselves, and shaved the drawer supports and cabinet is now perfect. Furthermore, I always recommend American to my friends that are looking for furniture, and to this day they all thanked me, as they too have had excellent purchasing experiences.

Thomas Hauser

Ar
  28th of May, 2010
0 Votes

I LOVE American Furniture Warehouse. They have great prices and nice furniture! The only thing I don't like is that I have a chair that broke and it is discontinued so I don't know how I will replace it! The chair broke during moving my mom actually fell off my brothers truck and broke it! Next time I will have movers move my stuff.

Ni
  27th of Nov, 2011
0 Votes

I purchased $4k worth of furniture from American Furniture Warehouse. All but one item was delivered on time. I have had to contact the store THREE times (because no one from the store has bothered to keep me updated on my order) only to be told each time my delivery date has been extended several more weeks. The last reason my order was further delayed was because other customers had ordered this item before me (this is just the latest excuse). I can understand that. What I can't understand is why I wasn't warned of that, or why AFW didn't keep up with supply, when they clearly knew what the demand was. When I called, the first manager suggested I return all the matching items (which have already been delivered, and which inconveniently give you a four hour delivery time the DAY BEFORE delivery at a charge of 7% of your order) and "get something else". When I asked to speak to another manager he said he was "the only manager in the store". I reinforced my desire to speak with another manager, so he "found one". The second manager was worse than the first! She was rude, condescending, and had a MAJOR attitude, as if this is my fault! She shifted the blame to the supplier, to me the customer, to everyone, but her or her employees. Now, I have to simply sit here and wait until my order may or may not come in. I literally purchased everything in my home around this one item. I took a drawer from the item around the store matching the rest of my furniture to it. Why should I have to get something else because they can't solidify a delivery date? Further, wouldn't offering me something as simple as 10% off my next order be easier than being so incredibly rude about THEIR mistake? I am so frustrated. Unfortunately, AFW simply does not care. They are a "warehouse" company selling mass supply. I wish I had been warned before spending money on items that are important enough to me to be in my home.

Tx
  10th of Jun, 2012
0 Votes

Blacks complain the most, everyone is always having to be extra careful around them more than any other race combined. How does the "age of Obama" have any affect on alleged racial discrimination? Bankrupting the country, yes, racial disrimination avoidance, no.

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