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American Furniture Warehouse [AFW]
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American Furniture Warehouse [AFW]

8501 Grant St, Denver, CO, 80229, US
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7:19 pm EDT
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American Furniture Warehouse [AFW] - Couch set - white sofa, 1/2 chair, ottoman

This order was purchased on 1/28/21, the 1/2 chair was on back order until 2/12. My roommate and I liked the set very much and were okay receiving the 1/2 chair 2 weeks later. We were told that a sales representative would contact us with updates to the back order if anything changed. The sofa and ottoman were delivered on time, but we did not hear about the 1/2 chair. Over the next 4 months, I reached out multiple times to check the status of the chair. No one called me when order delays happened, each time I called I got a different delivery date. No one could provide me with any more details. It's now 6/10/2021 and this chair has not been delivered. I reached out to my sales representative, Delmy Guevara, at the beginning of June for a status but there was no response. Finally I contacted customer service, they reluctantly gave me a $50 store credit after I asked for a discount on the order given the circumstances. They also said the chair would most likely be delivered in July... I've heard that before. The order was over $1300 and we were charged the entire amount back in January. We considered cancelling the order, but wanted the matching pieces. I'm very disappointed with the lack of communication, information, and ability to provide discount/store credit/etc for the inconvenience. If I would have know the order would be delayed so long, I would have not purchased this at all.

Desired outcome: Refund - 35% of Sales order

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Notcheap1234
League City, Texas, US
Dec 18, 2021 10:04 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Sounds like a similar story to my bedroom set that came with defective pieces and now they say 7 months for replacement. Problem is American Furniture Warehouse is anything but American. All their crappy furniture comes from overseas especially Vietnam. I’m in the process of returning all my bedroom furniture.
Buy American 🇺🇸 Buy real wood furniture not the cheap crap American Furniture Warehouse sells.

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6:32 pm EDT

American Furniture Warehouse [AFW] - Liars & worst customer svc staff ever

I have been working on the purchase of some $5, 000 in furniture and have spent thousands more with afw over the years. Before purchasing and scheduling a second bedroom set to replace a brand new set bought in february, the sales person delmy specifically told me that they could disassemble the recently purchased one and to call customer service to schedule the extra time to do so. Customer service transferred me to delmy who then transferred me back to customer service whom rudely told me that their sales team is wrong, refused to transfer me to a manager, claim to be a manager; then, their customer service claims all of their customer service representatives are all managers. Refuse to address and hang up. Their response to not wanting to deal with the situation created by afw. Do not accept responsibility. The old bait and switch. Rudest customer service people ever. Jake may have started with a vision, but now customers are told to cancel their orders, take their business elsewhere and get hung up on.

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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] - 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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