[Resolved] American Furniture Warehouse / 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!
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 08, 2009
In reading your complaint, I would like to apologize for what you have discribed as your "purchase experience". May I ask you to please contact me in hopes of resolution? Rob Naish 303-727-3103 my phone line direct or please feel free to email me at [protected]@afwonline.com
American Furniture Warehouse
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