[Resolved] American Furniture Warehouse / 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 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.
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.
American Furniture Warehouse [AFW] Customer Care's Response, Sep 12, 2009
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 firstname.lastname@example.org in hopes that we may find resolution for you in some way.
American Furniture Warehouse
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