American Furniture Warehouse [AFW]’s earns a 3.5-star rating from 90 reviews, showing that the majority of furniture buyers are satisfied with their purchases.
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Purchased a bed
First of all I bought a bed and paid for it paid for delivery. Took off a day of work to make sure I was there for the bed (-300$ Day off of work) when the delivery came the driver was upset and informed me that the bed was not instock and only had the box spring. Driver stated someone would contact us about the problem this was on a Tuesday. Also that morning before the delivery I got rid of my old bed. (so no bed) 2 days go by no one contacted me so I had to reach out to the thronton, co store and tell them my issue, and I was basically told I could come in a pick out another bed and pay the difference or wait for the bed I purchased came I. Stock. When I was sold the bed I was told they have it in stock, so the next day Friday my wife and I went to AFW to look for another bed the sales person we talked to said the got a shipment of the bed we originally purchased at another location and they could guarantee that we would have it by Sunday, ok cool Sunday comes around no delivery window called so I called AFW and the lady states that they didn't load the bed onto the truck so therefore we will not get it today Sunday and the best they could do was delivery it by Tuesday I stated to the person on the phone Tuesday we are busy all day I would like the bed to be delivered Wednesday anytime after 3 because that when I would be home from work I could not afford to take another day off work without pay and hope and pray the bed would be delivered when it should of been delivered 2 other times, well the lady on the phone on said she was the service manager could not do anything to accommodate the mat delivery time, no accommodation what so ever no nothing so I just decided to get a refund and go elsewhere, poor customer service no any type of anything on 2 mistakes on AFW parts
The complaint has been investigated and resolved to the customer's satisfaction.
Truck drivers
One of the American Furniture Store drivers tried to make a left turn the same time I tried to make a right turn at a green light which was my right of way and almost hit my car. Which also had my two children inside. The driver proceeded to honk their horn for an obnoxious amount of time. If the driver did hit my car I guarantee there would have been a lawsuit. This is not the first time I heard of your drivers driving recklessly. Please inform your drivers the basic rules of driving.
Desired outcome: For the drivers to drive more safely
Sectional used and dirty
Purchased a sectional sofa in July 2021 from Afw Colorado Springs.
When purchasing we were informed one piece was not I stock and was back ordered. We were asked if we still wanted it, we said yes. We didn't receive it for almost 2 months, end of Aug.
Last week when vacuuming the whole sofa, and rotating the cushions. I got to the chaise lounger, this is the piece we recieve late Aug. I lifted the cushion and OMG. The cushion was dirty, stained yellow, on the cushion and on the base.. I made numerous attempts to contact AFW. No on responded, no calls no emails. I find this to be unexceptable in any form..I don't even want the sectional anymore. I've had more issues with this than I need. The delivery people damaged my walls and then charged me to move it. Said that AFW only accepted cash for it. 50.00
Desired outcome: I want a full refund.
Mitchiner Manual Reclining Sofa with Drop Down Table
The couch when delivered was miss aligned. The section on the right side is off by 2-3". The top did not align, the sewing lines on the design did not match. I called to make the complaint. The lady I spoke with was great, it was decided to send a repair tech out to see about fixing it, this was great as far as I was concerned. Tech came out and decided it needed to be replaced. This is where the problems started. The driver sent in the helper to inspect the couch and tell us the new one will not be better but decided to tell us he will go tell the driver they need to switch out the piece. Odd comment coming from a delivery person who should of had this when down on delivery sheet. I was out of room for a couple moments and I come back in hearing the driver now in my house harassing my wife also telling her the new one will be the same and describing to her how a couch is built. I did not tell but did speak loudly "so you're telling me the new couch will be bad like this one?" The driver first says to me "are you drunk?" And then repeats it. I am now insulted grossly! It is 11 in the morning! So we are now going back and forth on why this couch is not right and him saying how the new one in the box will be just like this one. I am now excited and telling this "rude person" how the one we seen in the store didn't look like this and then I just tell them to do terror job. The decision was made by the repair tech 2 days ago, just deliver the new couch. They left. Worse humans ever especially for customer reps
Desired outcome: Know they get reprimanded for making such problems and insulting me and couch replaced
The complaint has been investigated and resolved to the customer's satisfaction.
My kitchen table
To whom it may concern : I am a long time customer, meaning I have been shopping at American Furniture from when you only had one store on North Broadway. That being said I have purchased all of my home furnishings from your stores for decades. The reason being as I up until now have always been treated fairly and any issues I had were taken care of quickly until now! Recently we purchased a marble veneer kitchen table. The color is off white and we loved it. I also own 7 other assorted marble top pieces ranging from end tables to a 2 coffee tables. The kitchen tables finish has been failing showing dull areas and we use place mats and do not abuse our furniture. We reported this to the warranty department and after 3-4 weeks heard nothing, so I called and was informed the complaint was "still under review", so we waited another 3-4 weeks and after not being contacted and I called again. I spoke to Larisa, no last name given and was informed the issue is not a warranty issue. The person making the decision Rebecca Harris determined that nothing could be done, What I fail to understand is the 7 other marble tables etc.. that we own do not have this problem, and Rebecca Harris did not have the simple courtesy to even contact me and let us know of the determination. Larisa no last name given said she "probably didn't want to disappoint us" which is ridiculous and unprofessional. After Larisa told me that I asked to speak to her supervisor and was told she did have a supervisor but she couldn't connect me directly and then she dumped me back into the call in line with another 20 minute wait! At this point I figured I had better email someone and see if I could get a resolution to our problem. Ideally I would like either a replacement or store credit of equal value to the current kitchen table. You have photographs of the finish damage that your technician came out and took. In conclusion we have never had a problem with American Furniture's customer service until now. Please advise. Sincerely Douglass G. Zeiger [protected] [protected]@gmail.com
Desired outcome: Replace the table or store credit of equal value
Customer service
I've been trying to get a power cord for my chair for more than 2 months without any success! Sometimes they tell me that is on the way and then they request pictures that I've been sending for more than 5 times without any success. I'm also being trying to get my couch fix (a technician already came and they supposed to send the parts but is taking forever. They finally call to schedule delivery and I wasn't able to answer. Can someone that really knows their job call me!?
Thanks
Desired outcome: Please help!
The complaint has been investigated and resolved to the customer's satisfaction.
Customer Service.
08/12/2021 I called AFW in Grand Junction Colorado talk with Customer Service. I ask her if my loveseat has made it over the mountain yet due to the mudslide. She told me she wanted me to know that they now has the sofa and the loveseat and it should be coming in tomorrow. I ask her what time and she stated someone will call me after 1 today 08/12/2021 to set up a time. No one has call so when I did my email saw that there was a time slot stating I schedule which I didn't. So I call Grand Junction AFW and told them I did not talk to anyone about a schedule besides in the past your Customer Service has never set up a time. Also they lied stating they talk to someone here back on the 4th why would they set a time up on the 4th when the loveseat wasn't even here yet. They told me that they would call me when it gets on this side of the mountain when I call them. Why are your people lie to their customers maybe you don't want us back anymore to buy anything. It would be ok to give someone else our business. Even when we bought the set it was a birthday present for June 27th we bought it on the 17th of June. Evan told us it will more then likely be here the day after meaning the 28th of June. Todays date is August 12th.
# 91A848205 Look at the order yourself date expected was 06/30/2021
Desired outcome: Fixed your lies & discount for delay.
The complaint has been investigated and resolved to the customer's satisfaction.
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...
Read full review of American Furniture Warehouse [AFW] and 1 commentCustomer service
Extremely unprofessional customer service supervisor. Would not listen, kept talking over me and actually hung up on me because he was not able solve my issue and was using canned statements instead of trying to solve a customer issue. Instead of trying to reason about warranty issues he just uttered the same statement over and over again.
Have bought a number of items from this company but will never again.
The quality of customer service of a company reflects the quality of the products. This was a pathetic experience. If a supervisor hangs up on a customer I can't imagine the quality of the direct reps
Delivery
Delivery today 05/25/21. Very rude delivery personnel by the name of Travis. Politely asked him to remove his shoes upon entering and he enters anyway while telling me he "can't." I then asked if they at least had booties, which he replies they don't. He was real adamant on telling me no and also refused to give me the number of his manager/customer service. I believe Travis did not have the mental capacity to understand why I insisted on removing their shoes or at the very least using booties which is why he is a delivery driver. You would think with what's been going on in the past 12+ months people would understand but I digress. This is the 3rd time I have to reschedule and take time off of work for this delivery. Although the piece of furniture was damaged the first time, the delivery team was pleasant to work with. Night and day experience.
Desired outcome: Educate delivery drivers/team what booties are used for, customer service skills, maybe check the trucks and ensure you have supplies needed for the delivery?
Fire table and chairs
Found out too late that American Furniture Warehouse is mostly Chinese crap!!! Looks good but only lasts nine months! Spent 2K on Fire table and 4 chairs. One chair snapped at the weld when rocking. Totally unusable, but AFW only wanted to replace it with a new set we didn't like. We had built a pergola in octagon shape to fit this set and wanted to keep it...
Read full review of American Furniture Warehouse [AFW]Side table had glue dribbled down the front and then stained over.
I just got home with my purchases, a 100 mile round trip to get. I got 2 reclining chairs and 2 power chair side tables, z-t127-699. 1 table is great, but the other one had the glue dribbled down the front of the door and then it was stained over. I can feel the dry glue under my finger. It is discolored there because of this and it looks horrible to me. I...
Read full review of American Furniture Warehouse [AFW]Couch
Ordered a brand new couch. Paid the $75 delivery fee. Couch was delivered broken. Looked like it had been dropped. Called AFW. They stated another week to get new couch. Never received call for delivery window. Called customer service and they stated a different date then what was told. They told me nothing can be done. Now have to take another day off of...
Read full review of American Furniture Warehouse [AFW]Couch broke after 18 months
I purchased my couch in Feb 2019 and it's now 10/2020 and the frame is broken. when call them, the lady was so rude and not willing to find me a solution and she hung up on me. Hamidah. also I couldnt understand her english was extremely poor. so here i am less than 2 years, with a broken couch and $1000 short. joke and crap furniture. my grandparents bought furniture for same price and it lasted them over 50 years! expensive crap should be new advertisement.
The complaint has been investigated and resolved to the customer's satisfaction.
I am wondering if you received any kind of solution with AFW. We have a similar problem.
Replacement order and rude sales persons
On 9/3/20 my wife and I went to AFW to pick out furniture to replace the furniture we received 2 months ago. We found what we wanted and went looking for someone to help us. No one in sight. When we found someone, they paged Mr. Couch to help us again. They paged him 3 times, he never showed up. We waited 43 minutes. Finally they took us to check out where...
Read full review of 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...
Read full review of American Furniture Warehouse [AFW]Bed frame
We bought an entire bedroom set from AFW a little over a year ago (past the 1 year warranty which is a joke). Recently the foot board has been coming loose because it's literally only held together by staples...today the foot board completely fell apart and now we have no bed. We sent pictures and CS is saying it's not a defect, we're past the warranty and...
Read full review of American Furniture Warehouse [AFW] and 1 commentDining set broken bench
Bench from dining set broke from the stretcher bottom piece. I've been trying to replace it but no luck I called and emailed and I haven't been helped I don't want it for FREE I just want the exact same piece to get it fixed but you guys don't care about your customers as I can see this is ridiculous!!!
Read full review of American Furniture Warehouse [AFW]poor service provided. price was not honored.
I am very disappointed with the service that we recieved as we visited the American Home In Santa Fe, New Mexico on Saint Michael's street on 10/20/19. We walked in looking for a dining room table for our new house. We had already found a table previously at the Albuquerque store and wanted to see if we could get a deal on the one out in Santa Fe because it...
Read full review of American Furniture Warehouse [AFW]complete customer experience!
Thought I would shop local, not again at least with this company. I purchased a queen size mattress set. I got a full size mattress and queen size box spring.
Now trying to correct the problem, so I want to exchange the box spring for full. They come to pick up the queen and no replacement. I paid well over 5k for my entire order. They didn't bring it all in the beginning and it was wrong! Not to happy.
The complaint has been investigated and resolved to the customer's satisfaction.
American Furniture Warehouse [AFW] Reviews 0
Overview of American Furniture Warehouse [AFW] complaint handling
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American Furniture Warehouse [AFW] Contacts
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American Furniture Warehouse [AFW] phone numbers+1 (800) 992-7997+1 (800) 992-7997Click up if you have successfully reached American Furniture Warehouse [AFW] by calling +1 (800) 992-7997 phone number 0 0 users reported that they have successfully reached American Furniture Warehouse [AFW] by calling +1 (800) 992-7997 phone number Click down if you have unsuccessfully reached American Furniture Warehouse [AFW] by calling +1 (800) 992-7997 phone number 0 0 users reported that they have UNsuccessfully reached American Furniture Warehouse [AFW] by calling +1 (800) 992-7997 phone numberCustomer Service+1 (480) 500-4200+1 (480) 500-4200Click up if you have successfully reached American Furniture Warehouse [AFW] by calling +1 (480) 500-4200 phone number 0 0 users reported that they have successfully reached American Furniture Warehouse [AFW] by calling +1 (480) 500-4200 phone number Click down if you have unsuccessfully reached American Furniture Warehouse [AFW] by calling +1 (480) 500-4200 phone number 0 0 users reported that they have UNsuccessfully reached American Furniture Warehouse [AFW] by calling +1 (480) 500-4200 phone numberArizona Customers
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American Furniture Warehouse [AFW] emailsrnaish@afwonline.com100%Confidence score: 100%Supportservice@afwonline.com100%Confidence score: 100%Support
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American Furniture Warehouse [AFW] address8820 American Way, Englewood, Colorado, 80112, United States
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American Furniture Warehouse [AFW] social media
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Checked and verified by Jenny This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 13, 2024
Recent comments about American Furniture Warehouse [AFW] company
Recliner loveseat and our house entry door. ZOY_RD5036A002 H247/26.5M - PWR RECL CNSL LOVE-BRN 1L-5036PRL 1Our Commitment
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