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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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5:07 pm EST
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American Furniture Warehouse [AFW] canceled order

I placed an order for some bar stools (over $500 worth) last Saturday. I realized today (Thursday) that they never called to give me my time window for the delivery. I called and they said they had no record of my order under my phone number but did finally find it with the order number. They said that the order was canceled on Monday but had no notes as to why or by whom it was done and that they didn't have our bar stools. How does an order get canceled without some sort of verification and record of who canceled it and why. It has been 3 days since cancelation and I also do not have a credit back on my credit card for it either. Very dissatisfied with their service!

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American Furniture Warehouse [AFW] the mattress

The warehouse and also the store located at Sacramento were not helpful. When I bought the set including the mattress, I was told 8 to 10 years warranty for the mattress, but now no one wants to help and replace it. I called the store talk to Sunny the manager who was so rude and unprofessional told me that I’m harassing him, so where I should get help. It means while buying the mattress I was misinformed and gave me false information. I paid off on the spot, but no help after that. So please help me solve the issue and please try to be professional while communicating.

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1:31 pm EDT

American Furniture Warehouse [AFW] bedroom suite

Bedroom suite smells after a year, of course once the warranty was over. They sent someone out to confirm our furniture does smell bad. (did they think we were lying?) they said since our warranty is up we have to deal with the smelly furniture. They said it was not mold, but how can they be sure? Hopefully they are, I am allergic to mold.
Called the Better Business Bureau and we got an additional response from the company that took awhile, but basically... the furniture must have been moved out in a rain storm to cause this. The only time it has been moved was by them being delivered into a brand new home. Almost one month ago, replied back to BBB and to this organization and heard nothing.

I have purchased a lot of items from this organization also had missing parts, damaged walls from the delivery of the set. So I spent 3000.00 on this set and stuck with it. Also called manufacture of item and they would investigate and have heard nothing back from them since August.
WARNING be careful when dealing with this organization!

I purchased other items from another organization called Woodley's Furniture. After two years my couch stopped reclining, they came out fixed it right then and did not have to pay a dime.

reminder beware of American Furniture warehouse.
D Williams

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2:18 pm EDT

American Furniture Warehouse [AFW] customer service

After being very satisfied with our purchase of bedroom and living room furniture at the Denver location, we decided to buy a few more pieces from the Colorado Springs Showroom location. After opening up the box of a black bonded leather accent chair, we noticed that there were no legs. After being transferred several times and repeatedly told to look for a zipper under the chair, we politely said that there were only staples and nothing in and crook and cranny where legs could be put. The first man that was actually able to order us new legs was kind and helpful, but after the suggestion of my boyfriend to call again to double check (due to the very unorganized and uninformed people we experienced prior), we got in contact with another woman that said no such comment or note had been made on our file, and she then assured us that she correctly put in our complaint. We ordered several items on Monday that were supposed to be ready for pick up on Wednesday, and we told her that we could wait until Wednesday and then pick everything up together. I called this morning to check and see what time would be best for pick up. At 9:50 a woman answered the phone (very nice) and told me that it will be available at 10am when they open. To clarify, I specified again that we will be able to pick up all of our items due to be picked up today, and she answered yes. My boyfriend left right after, arrived at the store around 10:15am, and was told that he was a liar, and that I was a liar, because no one would have picked up the phone 10 minutes before opening. I have worked in retail my whole life and have never been called a liar, especially with phone logs as proof. After waiting for 2 hours, we were told that one of our night stands is not here and will have to be picked up another day. They also said that there were no legs for our chair, and that the only available ones are the display ones on the floor, which the clerk himself said were "damaged", and asked us to be happy with them. After being there for 2 hours, we asked to speak to a manager. We were told there is no manager, but a store supervisor. They literally said that we had to go through them to talk to the higher up, and they all refused to give their store manager's name! They also blatantly lied several times about the availability of our night stands. Upon arrival today, we were told that there were 2 available, then none, then one, then none again. There was an employee that handed my boyfriend one nightstand as told him that they told the employee not to give the already paid for night stand to him! Side note: when we did leave the Colorado Springs location the first time, some of our items were ready to be taken home that day (some stools and the defective chair). After my boyfriend commented about how helpful and awesome the men at the Denver location were with helping load and tie everything down so it is safe... the Colorado location told us that the stools were available still in boxes so they should not be damaged. Needless to say, they weren't. Asking for any string or a piece of bubble wrap or folded cardboard to help protect against the bouncing was flatly denied without even making eye contact. I have never in my life been so disrespected by anyone, let alone people working in customer service. They have ruined a time in a couple's lives that is very exciting (going and picking out furniture, setting up their 1st home) and made it into a stressful and expensive experience. I will be recommending everyone in my growing development to avoid the company all together, as well as warning potential new customers by posting on review websites such as yelp.com, consumeraffairs.com, pissedconsumer.com, complaintsboard.com, yellowpages.com, local.yahoo.com, .and bbb.org. We are so unhappy with our experience that we are returning all of our items and not even bothering to go up to Denver to buy from them. We also told the employees that we will be returning our $3, 000 worth of purchases and were told flat out to go ahead and that that's fine... so that is what we will do. I'm already looking around at all of our furniture and my heart starts pounding reliving the unbelievable experience we received.
Employees in different departments were telling us that there are always problems with the front desk people (hello! They are the face of your company!) and employees were bad mouthing customers on hold or in other parts of the store in front of other customers! All around terrible, we weren't the only ones in there today with complaints. To the public-I say run, and take your thousands of dollars and sanity with you.

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2:21 pm EDT

American Furniture Warehouse [AFW] delivery scams and terrible customer service

Tried to buy furniture. They couldn't precommit to a delivery timeframe on the sheduled day. Said they would call me the day before and tell me when and if i didn't accept that time, i would pay a second delivery fee. Manager was an incompetent guy who wouldn't simply resolve this so i took my money elsewhere. You would be wise to do so too. Logistics should be simple to resolve and customer service should be more important to them. Delivery scheduling seems like a money scam.

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3:10 pm EDT
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American Furniture Warehouse [AFW] no customer service

Went there to buy a bar stool. We called ahead of time and were told they had 3 of the bar stools in stock. We found the bar stool we wanted on display. We were told they didnt have any in stock, so we asked if we could buy one to the two bar stools they had on display. Out of all the bar stools they had up against the wall on display, the one we wanted to purchase had TWO on display, while all the others had only one bar stool on display. We offered to pay full price for one of the bar stools on display and they refused. We went and spoke to a manager and he said" His boss doesnt like it when they sell display models". And that was the end of it, he flat out refused to help us. Apparently our money is no good at their store so we refuse to ever spend a dime there again.

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2:54 pm EDT
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American Furniture Warehouse [AFW] bait and switch

Purchased a leather match sofa and love seat. The cushions, back rest and arm rest are suppose to be made from 100% leather. Their floor model had a "leather" sign attached to the sofa along with 100% leather cushions stated on the floor models label. I received my, what I thought was a leather match sofa and love set, noticed that it just doesn't "feel" right. Not a leather type feel to it, I pulled off the cushion to see what the manufactures label said and mine stated 52% leather 48% pvc for the cushions. I demanded my money back, after all it wasn't what I paid for ( wasn't cheap) and that they needed to come pick up their over priced bonded leather sofa and love set up. They agreed, and I thought, great! Good customer service.. ha! no no no... First they told me I would have to take a day off of work if I wanted it picked up in the next few days. They would call and give me a two window the night before but I should plan to be available for 4 hours.. Yeah, that's not going to work. I said, Saturday would have to be the next available day but that I need to have them at my house by 11:00 am.. Was told they would "note" their system. So I get a call the day before and was told, they would be picking it up between 1:15 and 3:15 Saturday.. Wait, what? I'm sorry that's not going to work for me. I have a life and stuff I need to do! They said, there is nothing they can do for me, either I'm there between 1:15 to 3:15 or I'll have to reschedule. Really! You sold me something that wasn't what it was suppose to be and I have to rearrange MY schedule for YOU!.. Great customer service, NOT! I do not give bad reviews about companies, I just don't have the time and what not. But I made an exception about them.. please do not waste your time and hard earned money on junk furniture and than be treated like your time and money mean nothing to these people.

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9:09 pm EDT
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American Furniture Warehouse [AFW] terrible customer service

We purchased our furniture at the end of February 2013. By august the sofa we purchased was sagging tin the middle. We were told we had a one year warranty and called to complain about this issue. they sent a tech named Rich out to look at it. All he did was glance at it, and then took some pictures. This whole time he was telling us it could not be repaired and they would let us exchange it for a usage fee, which we were fine with. So after he left, he called us and told us they were now not going to let us exchange it, but try to fix it. she we called customer service again and told them the tech had said it was not repairable, and they told us in the notes he wrote that it was.. so he lied to us! right to our faces. And all they did to "repair" was add some stuffing, they sagging cushion was not repaired, even though it was well within the year warranty, and they told us this was "normal wear"
if that is normal wear i'd hate to see what it will look like in a year...very disappointing.

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9:46 am EDT
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American Furniture Warehouse [AFW] warranty/cheap furniture

Don't buy American Furniture if you're not going to live in Colorado throughout your warranty coverage! I bought a couch and within a year, I need major reconstruction to it! Cheap furniture that's priced high! Don't buy! Go somewhere else! Trust me, you're going to save money in the long run! Go somewhere else! Terrible customer service and not willing to help the customer!

You would think having good credit line and making major purchases... they would work with you!

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3:06 pm EDT
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American Furniture Warehouse [AFW] unethical behavior

I was in the store a couple of weeks ago, and had a problem with my young foolish salesperson named Christina Knight. I said that I wanted to go check a few other places, and she called me a complete idiot, she said I would never find prices like these anywhere. Her behavior was that of a twelve year old brat. Being very upset by her comment I asked to speak with her store manager, and she laughed and said it what do no good, and shared with me that she was sleeping with him and that she pretty much owned the place. Turns out the store manager was off that day, but I will never do business with that company again. Jake Jabs needs to crack down on this kind of behavior, and prevent these types of things from happening.

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Should be closed!
Colorado Springs, US
Mar 19, 2015 4:33 pm EDT

They have furniture on the floor for sale with the price tag on it. When you go to buy it they say...oh to get this in the store is will be 3% more. I said then why do you have a price tag saying something different? She referred me to look for signs here and there to explain this. This should be against the law...they do not stock this funiture line in Colorado Springs...therefore is is NEVER at the price on the tag...she was super rude...and she refused to let me speak to the store manager. I told her she was going to loose the sale...she said "OH WELL".

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3:06 pm EST
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American Furniture Warehouse [AFW] furniture delivery

I purchased over $2000 worth of furniture from AFW. They were extremely unflexible with my delivery. They never called me the day before to give me my delivery window. Customer service was extremely rude, and told me I could take my business elsewhere. They showed up early for delivery and no one was home, they wanted to charge me $100 to redeliver. They have poor customer service, it was a TERRIBLE experience. I would not advise purchasing from them.

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1:58 pm EST
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American Furniture Warehouse [AFW] delivery

I purchased dining room chairs from american furniture warehouse in englewood, co on 10/31/2012 and was told that I would have my items on 11/9/2012 for pick up. I called customer service on 11/9/2012 to check if my items were available for pick up and was told that my sales person gave me the wrong information (Mind you the date for delivery on the receipt indicates 11/9/12). So I asked to speak with a manager becasue that wasn't what was relayed to me at the time I purchased, so I get transferred to a so-called "corporate manager" who tells me bascially the same thing, that my sales person gave me the wrong info and that the ship date was for 11/9 and they have up until 7 days after that for them to be available for pick up which would put me at 11/16/2012. Today is 11/13/2012, I just decided to call to find out if the chairs are in, and I was told that they are expected to be available on 11/27/12! I said what happened, I was told a different date, they didn't have an answer only to say the shipper says that will be shipped on 11/20/12 and they have up until 7 days have them available. So I said is there any reason why I wouldn't have received a call letting me know this? I'm beyond pissed! I expected to have the chair before the holiday, had I known I would take nearly a month to receive my merchandise I would have never purchased the items. I never had a bad experience in the past with american furniture until now, and trust me, it will be the last time I do business. The customer service reps are very rude/uncaring and have no knowledge of anything, and when asked to speak with a manager you get transferred to one that claims to be the corporate manager, not providing a last name, not providing information to reach a district/regional manager, nothing. Never again jake jabs!

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The Brett Man
Lone Tree, US
Nov 07, 2012 3:06 pm EST
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I am moving to a new apartment and have basically nothing. AFW was inflexible on their delivery time period. I am scheduled for 7am, and now have to pack, move, and drive by that time to meet them at my new address, what a pain. I asked them before hand please at least give me until 9am, so they scheduled me for 7am (they're delivery hours are 7am to 7pm, but even their own store doesn't open until 10am, WTF!) - called customer service to complain - no satifaction at all, downright mean I'd say. So add my complaint to the many against AFW I guess. My bet is I will [censored] getting down there by 7am and they won't show until 9am, which is their 2hr window. God I need a valium!

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2:37 pm EDT
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American Furniture Warehouse [AFW] bad furniture and they don't care

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.

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Update by Troy Zwickle
Nov 06, 2012 2:05 pm EST

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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8:13 am EDT
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American Furniture Warehouse [AFW] financing

I have no problem with American Furniture's product and especially appreciate Greg, our sales person. What I do have a serious problem with is Well Fargo Financial - American Furniture's business partner. Make one mistake with them and they jack up the percentage to 24%. Not only can you not actually speak to a person at Well Fargo, American Furniture also has no phone number by which to speak to an actual person. It seems that all the money that American Furniture is shipping toward Wells Fargo Financial, they should be able to offer some help to a customer. I won't buy anything else at American Furniture because of this experience. Now, I have to spend time writing letters to all three credit reporting agencies to fix a problem that I originally tried to avoid. I have to wonder if Jake Jabs also has a hand in the Well Fargo pie.

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American Furniture Warehouse [AFW] could find better place to work!

American Furniture Warehouse is a paradox within itself. I was a recent employee from their Grand Junction location, and the place is a two edge sword in all aspects. The management getting into circular debates, “Pissing Contest, ” with the employees getting wet, to fellow workers vulture culturing from each other, fear for your job came into play. You couldn’t trust saying aloud your thoughts, without being fired, or suspended for query or concerns!
I always found it amusing how they spoke of low employee turn around, when they don’t account for those that quit, cause of moral and work conditions. Those of us that remained had no trust in the daily issues or affairs. Examples of this range from Delivery Drivers driving way over their legal limits, with management looking away when they first opened, to people working off the clock just to cover their ###. It’s a shame DOT only require 6 months back for records. Fear the Labor Board if they ever did their trade! We workers stood at fault as well, for the money flowed, paychecks were nice, and all kept our mouths shut. . . .Until we started hearing rumors from other stores, that our commission base was cut just pay for the new store, then and there workers started to question it. Write ups became quite popular, when you got burnt out with the task at hand, or even got punished when you inquired too much! Well that didn’t form to well with superiors, so the whip was cracked and rats started to abandon ship. Ever get the chance, you should ask them how many original employees remain since they opened. Don’t be surprised with the answer. It’s no fun working 12, 14, and at times 16 hrs. days and averaging your pay hours out to almost minimal wage. No that does not include overtime base, remember we’re on commission!
To those of you that think customer service is bad? Don’t blame them as an Id parade. They are a magnificent troop, with a few idiots! I will say that the only impasses I’ve had with them, are the same several who care nothing for the customer or their fellow team members. They pass on the faults of their miserable little life to all in contact with them. Permission to blame others they will do, with no regards to the pain they cause surrounding them! I wish the team members there a better job, for they do deserve better. Company policies stifle the true honest person there, so even they get chewed to the bone. You don’t like your customer service rep, than call another. There are some awesome people there, just give them a chance! They will surprise you.
I am able to write a 50, 000 thousand word report, about my personal thoughts of AFW. That would be the short version! Maybe another time, after I go in and see if things have gotten any better, but to no avail this time. Just know other places exist for occupation besides American Furniture Warehouse. They are a $400, 000, 000 a year business, so a few employees and complaining customers matter not to them!

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Guess? we not good, enough to grace!
Grand Junction, US
Dec 17, 2012 10:24 pm EST

I recently discovered that an exceptional employee was fired there last month, for a supposedly dishonest act . . . that’s amusing! What’s that saying? “The kettle calling the pot black!” I’m surprised that gentleman wasn’t more livid, about his termination, for I understand dozens if not hundreds have been passed the employment doors of AFW this year. Wow, they’ll be lucky if they get much more business there, cause I will not pass those doors again. I shall also make it a point to speak of their practices for both employees and customers! What I find awesome about that gentleman, was that he spoke well of AFW, and they fired him. I despised their customer service cause I was black balled, to much cheap furniture. I put a plague upon your house of business. May it faultier and fail. The city will be better without it!

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Nothing More to SAY!
Denver, US
Sep 17, 2012 6:03 pm EDT

Tell me about it! They told me I'd make a nice comfortable paycheck as a driver, but that was just a lie with a extra layer of BS. From my first day I hated my job. They never tell you that customers attack you, the driver and helper, when things go bad. Do I look like the loader that scratched your hutch? Do I look like the customer service rep, that didn't call the night before to give a delivery window? Oh that's right I'm here to move your whole living room around, just because you live in Aspen. Oh yeah let me wait around for a customer that decide to go shopping during their window of delivery, than yell at me because you're suppose to be their only dropoff. They seem to forget that when Jake Jabs says, " We run mean and lean!" he really means, " Stack them deep, pay them cheap!" Bad management, long pointless hours, and poor example for a weekly pay. . . .Blah Blah. I won't bore you with the details! I'm just happy I QUIT!

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American Furniture Warehouse [AFW] injury

In March of 2011 my mother and I went shopping at American Furniture Warehouse in Westminster, CO. There were several outdoor chairs on display. One was a hammock type chair. My mother sat in it and it fell apart. The chair seat dropped my mother to the ground where she hit her head on concrete. The metal pole that held the chair then tipped over and also hit her on the head. We've requested payment from American Furniture Warehouse. They submitted it to their insurance company who denied the claim. We contacted American Furniture again. They said they'd pay the bills as an act of good faith and customer service and asked my mother to submit the bills to them. She did and didn't hear anything for several months. She talked to AFW again and they repeated their earlier offer to pay the bills and we resubmitted them. Still, nothing was done. We then submitted them to the store manager who was present at the time. This was in September of 2011. At this time, the insurance company is saying that it wasn't AFW's fault, but that they'll take another look and also submit the information the manufacturer. The woman at AFW is going back and forth about if they will pay the bill. The bills are very late. It has affected my mom's credit and finances in a very negative way. It has caused her an incredible amount of stress and anxiety, not to mention the pain that she's in.

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Update by tfermon
Sep 10, 2012 4:24 pm EDT

This was my original complaint. I'm not sure why, but someone has reposted it here. American Furniture Warehouse solved my complaint in January of 2012. This complaint should be removed.

Update by tfermon
Jan 14, 2012 2:48 am EST

Thank you Jake and American Furniture Warehouse for responding. I'd like to remove my complaints.

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American Furniture Warehouse [AFW] incredibly rude customer service

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.

I can understand mistakes happen. I can't understand how they consistently happen, or how their managers are trained and continue to be so rude to customers. I can guarantee the managers at AFW would be similarly frustrated if the roles were reversed. Further, I was NEVER offered $30.00 off as is suggested in response to the multitude of complaints being blogged about. on several websites re: AFW.

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Update by nikkicullens
Nov 30, 2011 8:28 pm EST

I would just like to say, in response to my own complaint, that I have received a follow-up phone call from American Furniture Warehouse. Mr. Rob Nash called me to apologize for everything that has happened. He was professional, apologetic, and most importantly, humble about their mistake. I have to say, this is a 180 degree difference from previous managers I have spoken to. I guess there are some bad seeds in every company. Being that AFW is so large (great for a local comapny!) some things may slip through the cracks. I finally have a solid delivery date, and am happy! Side note, phone calls are recorded, so if you are unhappy with your service...reach out. I think maybe they do care.

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American Furniture Warehouse [AFW] customer service

American Furniture Warehouse has to have some of the worst customer service/sales people in the industry. My wife and I ordered A sofa/loveseat/chair combo on 2/25. We were told that the sofa and chair were on order and would be in around 3/23. No big deal. So the 23rd comes and goes and we never received a call from the sales agent that our furniture was in like we were told we would. Finally I call customer service to see what the situation on our order is. I am told that there was a delay at the manufacturer and now everything will not be in until the end of April. OK not that big of a deal, I have worked in retail stores and know sometimes shipments get delayed. So I ask why the sales rep did not call and inform me that the order was delayed, and was told that is not their job?. Not their job, THAT IS EXACTLY THE JOB OF A SALESMEN. I have worked in retail for many years, and whenever an order is being delayed or back ordered it was always my responsibility to let the customer know. Not your job my ###. This was my first and last shopping experience with this worthless company.

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Miles Knudson
Santa Fe, US
Oct 30, 2014 6:51 pm EDT

My furniture was delivered to my home the other day and the guys had to go through my driveway and back yard to my door as my front door is not wide enough. They were very proffesional and ok with that. Also the Santa Fe crew was great. Cannot wait to order some more goods ! Thank You soooooo much

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cpratz1
New Castle, US
Mar 31, 2011 9:28 pm EDT
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I love American Furniture Warehouse! They have always been very good to me when I have bought my furniture! Now for your salesperson being responsible for calling you on a delay for your stuff. Yes the salesperson is responsible for that. I think you miss understood what was said to you. My salesperson called me before my delivery and after to make sure I was ready and also happy with everything. I just think you didnt get a responsible salesperson? Lord knows that American Furniture has a LOT of them to help customers and I'm sure not every one of them are as good as the one that helped me. But that is NO reason to bash them? So if you want to shop somewhere else and pay more money and a poor selection and still wait for your furniture have at it! I'm sure American Furniture Warehouse had plenty of things in stock if you didnt want to wait! Sh** happens man get over it!

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adamsuun
Colorado Springs, US
Mar 31, 2011 1:55 am EDT

I have been shopping at American Furniture Warehouse for 12 years & I have had nothing but excellent customer service & service with them. I have also had shippment delays & my sales person keep me informed every week to what was going on with my order. Also American Furniture Warehouse will give you three things. 1.Your money back 2.Repair your furniture 3.Exchange your furniture. NOW if that is not good customer service I don't know what is. Maybe you just can't satisfy some people. Keep up the great pricing & the outstanding quality furniture.

A Very Happy American Furniture Warehouse Customer.

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American Furniture Warehouse [AFW] horrible customer service left me in tears!

I have purchase thousands of dollars with afw over the years and I will never purchase with them again! Every single time I bought something new with afw i've had some sort of problem with the furniture or delivery and it was always made worse by the customer service reps... Which btw all seem to be managers and they are as high up the corporate ladder as you can climb! They are all so rude and cold to any kind of problem i've had! I'm just so numb from the whole situation I don't even want to go into details! Though long story short... I was given a lot of wrong information through my entire purchasing experience of a sectional 6 days ago. Talking to the customer service reps has left me in tears. My furniture is on back order and after reading other complaints I fear it will continue to be pushed out further and further. Afw seems to care less how inconvenienced their customers are rather than compensating them for the sake of customer loyalty/happiness! I'm wondering if I should just return it now and look for one somewhere else that would makeup for any back ordering with good customer service? I may post another complaint later with more detail when I get my energy and sanity back from speaking with those horrible customer service reps! Truly never never experience any business run this way and am appalled that they can keep customers coming back!
If this situation i'm dealing with is not resolved, I will do as much as possible to spread the word about how crappy the service with afw is!

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Update by Mariamnora
Dec 04, 2010 8:43 pm EST

Thank you Rob! AFW Is lucky to have an employee like you representing them!
Nora

Update by Mariamnora
Dec 03, 2010 8:01 pm EST

Who are you to judge what brings other people to tears?! You obviously are a cold senile person that wouldn't ever think of giving anyone an opportunity to redeem themselves! I volunteer at the children's hospital on a regular bases as my son has spent many nights there! My mom is from Cambodia, she's lived a life you could never fathom, therefore I go back a few times a year to help orphans and my own family over there, not to mentions the continuous donations I give to so many other foundations! Who the hell are you to judge me and take any time out of your all mighty righteous life to put me down?! Like you said BIG-D...GET YOUR PRIORITIES STRAIGHT!

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Lori Bailey
, US
Nov 11, 2022 9:31 pm EST

I purchased a dining set from them. Three days after it was delivered, during a dinner party, the tables screws fell out and onto the floor-with a table full of food and dishes. Onto the laps of my guests. I called the next day to have it replaced as during this debacle, the top of the table was scratched. The woman in the phone at the AFW on Abilene in Denver first questioned the veracity of my claims before offering a replacement. I was told it was on back order and would arrive in about 2 months. January rolled around and still no table. No one called to update and when I called to ask, folks were rude. July (now 9 months later) still no communication so I called and asked

Them to pick it up and refund my money. They sent a young punk who was rude to me IN MY OWN HOME because I asked him to wear a mask (in the middle of a pandemic). Then, to add insult to injury, they charged me a 15% fee to restock the table. Tonight my SO and I thought we’d give it another shot. We go to buy something and the saleswoman finds a note, in all caps, in her screen—“do not SEEL [sic] to this person, not afw customer”. So, they sell me garbage that falls apart, never communicate about replacement, treat me disrespectfully in my home and they won’t sell to me?!

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BIG-D
Denver, US
Dec 03, 2010 2:57 pm EST

you know what brings me to tears ...You! Seriously!? Ever heard the old saying "screw me once, shame on you " screw me twice, shame on me" so if you've spend thousands of dollars over the years and always had poor service - sorry but that's on you. If I went out to eat for example and had poor service - yea I'd be disappointed. If I give them a 2nd or 3rd chance and it still sucks. I'm done. Also think your priorities are out of line. You know what really brings me to tears? Soldiers losing their lives overseas and the children the leave behind. People losing their jobs and homes and having poor holidays. Homelessness. Murder. Suicide. Those bring me to tears. Some customer service rep is not gonna ruin my day. And waiting a little longer for a couch to arrive? Really?! Its only furniture! If my family or guest had to sit on the floor or bring their own folding chair for xmas - we would laugh about it for years. Get your priorities straight. You obviously have other issues going on in your life ... maybe you should call Dr. Phil and you could sit down and talk about. "Don't sweat the small stuff".

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American Furniture Warehouse [AFW] employee mistreatment

We are all well aware of many cases of customer dissatisfaction. But, we, employees cant talk. We will get fired. And, yes, Managers curse at employees as well. Don't ask us, we cant tell!

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Brody27
Colorado Springs, US
Nov 22, 2010 6:22 pm EST

Complete agree! This is a horrible company to work for! Jake thinks he and his managers can treat his employees however he feels, especially the sales people, because it is such good income. Managers yell, curse, threaten make sexual comments constantly! We are not allowed to say anything that might be considered making waves because you will lose your job..

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One tired American
, US
Mar 19, 2010 2:41 pm EDT

It is true about the poor customer service and that employees are being threatened to "keep quiet" We wanted a union to represent us better than our managers but were threatened that we'll be fired for even talking about it. Jake Jabs said he would close the doors if we allowed a union it to AFW. He did it before back in the 70's. Look it up.
Latino employees being harrased on the sales floor, fired. Gay employees being fired cause they are discrimated against. Management using random drug screens to fire employees they dont want there.
In the past 7 years I have worked there AFW has gone through over 6000+ employees. My number was in the 8000 and new employees in 2009 were 14000. How is this a good, Colorado company?

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