American Furniture Warehouse [AFW]
Reviews and Complaints

Purchased 11/18/18 sales order [protected] item numberDW-4720 bunkbed frame/w. The assembly was completed and the crew said everything was good to go and left the house. I went to inspect the bed and discover some problems. Two of the slats had been split with screws and the SIDE RAIL was split by a screw that's went in on an angle. The screw had been removed (not replaced) and was found across the room behind the door where it was apparently thrown. We are long time customers of AFW and this is unacceptable. I would a partial refund of the purchase, a replacement side rail (installed) or a discount on a twin mattress for the bed. My name is Stephen Wisher, home phone:[protected]. The delivery address was 1172 S Osborn Lane Gilbert AZ 85296. Thank you in advance for your assistance. Pictures included

I purchased a matress from AFW Glendale Az. and paid most of it in cash and the rest financed. I returned the matress because it was too hot. I waited fpr my refund of $574.39, instead AFW gave all my money to the finance company in error. When I asked what I need to do I was told I needed to retreave my money from the finance company Wells Fargo. Wells Fargo said it will take around 30 days to refund.

I called AFW back and spoke to Alyson. She was nice and validated my concern and was looking into it. After a few days when there was no progress on the money that was owed to me... I asked for something from them since my family was depending on that money... They offered me $50 and said that was all that AFW can do to compensate me.

Now... Wells Fargo is telling me that AFW has reached them and pulled ths credit(my money) from them. AFW said they dont have my money and will follow up with Wells Fargo... So at this point no one has my refund. AFW has been nice to me and said they are looking into it and will call me as soon as they find something out from Wells Fargo. In the mean time I am out the money and no one knows when I will get my refund. Please fix this!

The USB ports on all three of these are not working gentleman comes out today June 5th to fix them tells us that we should either replace the couches and take a 15% loss or we could have them fixed with the pieces but they can't really you let us know that if they're going to last they could do it again. He fix the recliner didn't even bother to check to see if it works and leaves and the PC put in doesn't even works right now I have a chair that I can't recline and I can't or the lights are on it it's really ridiculous every piece of furniture that we have purchased from you has pretty much had to be replaced other than the bedroom stuff. I spent over $85 for this furniture and everything has been nothing but issues with your company I am going to file a BBB complaint I want my furniture replay store I want a full refund not 15% taken off. I need someone with authority to call me or I am going to call the news and let them know that everything is nothing but a lemon. My phone number is [protected] and I expect a phone call back ASAP. My name is Cheryl lothan louthan my order number was [protected] maybe if you want to do some research and see what crap we received from you.

My husband and I purchased a dining room table and chairs about 3 months ago, it is a solid wood table and over the last few months started severely cracking and splitting. It is obvious that this is a material defect. We have both tried contacting AFW customer service, left messages and get no reply, our messages have not been returned. I even went into the store where we bought the furniture to ask about making a warranty claim and was referred to the customer service telephone number, and that they couldn't help me in store. It seems like the customer service ends after the furniture is delivered. Here's hoping that this avenue won't lead back to the customer service referral dead end.

On April 3 I contacted American furniture warehouse regarding the pending status of my refund on the bedroom set that I had purchased days earlier . The original customer service representative advised me to call back a day later just to verify that the actual refund was processed. Upon contacting American furniture warehouse store location on Abilene in Aurora Colorado I was greeted by Joseph a store representative who apparently should not have been answering the phone. Joseph was very rude dismissive and ended up hanging up the phone on me before resolving my issue stating he could not look up my information without my order number and proceeded to lecture me on the importance of keeping my receipt. I called back and spoke to a representative by the name of Christina who also felt it was very funny... Joseph‘s behavior and was able to pull up my account information and get me the information I need it within less than five minutes.

My boyfriend and I recently purchased a sectional sofa from American Furniture warehouse that was delivered Sunday the 25th of February. Upon delivery we noticed that the console was cracked and broken in the back, and have since attempted to contact them. I have left 2 voicemails and now the phone number is not working at all for the Englewood location. No one from American Furniture has attempted to contact either me or my boyfriend and he has attempted to call multiple times as well. I am really disappointed as I love the sectional, and wish to resolve the issue with the console.

On February 28, 2018 I had a service tech from your store come to my store and check on a couple of cushions that need repair. The gentleman was nice and cordial and said someone from the service center would give me a return call. I received that call about 30 minutes later telling me what my options were. Explaining to me that I would be responsible for the repair cost because I am a commercial account. I PAY the same amount as everyone else, no discount.

This didn't set well with me, first being that the cushions are clearly defective, second, that they are only seven months old, third, I never return or ask you to repair anything I buy, and the kicker is I have purchased over $96, 000 from your store.

With that being said, DISAPPOINTMENT and DISBELIEF are words that come to my mind. It's amazing to me that you would treat any customer like this, let alone a customer who has been loyal and spent such a large amount with you.

Very Disappointed

Troy Ritter
Today's Image Rentals and Sales
2830 N. Ave. C-3
Grand Junction, Co. 81501

I bought this bed set in the end of March 2017. When I moved I noticed they had used a stripped-out leg on my dresser and screwed it in so it wouldn't move. I also noticed my bed was making some noise. When I moved into my new house in October I set up my bed and it has gotten increasingly noisy and squeaky. I called for them to fix it. When the service guy came he put a screw in foot board and placed a block of wood underneath my footboard. Although the bed is not noisy, this is just a quick fix, probably because the warranty will expire soon so AFW doesn't want to fix their mistakes. I was never given this "block of wood" underneath my footboard and I believe it has caused extra ware and tear. Instead of a ‘quick fix' you would think AFW would fix the problem correctly especially since most customers are spending a good chinch of change. Very disappointing. And now I am on the market searching for living room furniture but I don't think I will be returning here.

My husband and I purchase a bedroom set and the headboard arrived cracked from side to side. We called customer service and were transferred to a person by the name of Brittany Powers. She was very rude, unprofessional, talking over us during the conversation and hung up on us refusing to help us. Her incompetence and vicious behavior amped the situation and added insult to injury. We are left without a bed to sleep on, damaged furniture that was very expensive and a great amount of time lost and unfruitful effort. Customer service representatives like this give companies a bad name and attacking the customers will harm business as they are Not good assets but detrimental to a business's good name.

American Furniture Warehouse
American Furniture Warehouse Contacts & Information
Posted: Jan 20, 2018 by KMD01
mattress/afw does not follow manufacturer's warranty
Complaint Rating: 0 % with 1 votes
Contact information:
Grand Junction, Colorado
United States
I purchased top of the line Sealy mattress set 15 months ago from AFW in Grand Junction, CO. It has a 10 year warranty. After submitting a claim with AFW, they sent someone out to inspect it. I received a letter that states that because it has a stain, it voids the manufacturer warranty. This stain is on the very edge of the mattress and occurred because my window was open when my sprinklers came on. Now when I called, they informed me that it was out of their control and that the decision was based on the manufacturer warranty. I was also informed that they couldn't monitor if the customer was provided the warranty information.

So with that, I researched Sealy's website for warranty information. Sealy states clearly that if the mattress structure damage is not a result of abuse (stains, rips, tears, burns, etc.) that it is covered by the standard warranty. I have an email from AFW's customer service director that states that the stain did not cause the structure damage but yet still no resolution to this issue.

BUYER BEWARE! AFW has very sketchy business practices. They do not provide their customers with manufacturer warranty information and they do not follow the manufacturer warranty guidelines.

UPDATE: I further contacted Sealy and reviewed the information provided/findings that AFW provided to me. I have received an email from Sealy who states that they will replace my sleep set. I have included screenshots of the warranty information from Sealy and the response from Sealy.

I hope this helps other consumers when looking to purchase a new sleep set. Please avoid businesses with sketchy business practices.

I purchased top of the line Sealy mattress set 15 months ago from AFW in Grand Junction, CO. It has a 10 year warranty. After submitting a claim with AFW, they sent someone out to inspect it. I received a letter that states that because it has a stain, it voids the manufacturer warranty. This stain is on the very edge of the mattress and occurred because my window was open when my sprinklers came on. Now when I called, they informed me that it was out of their control and that the decision was based on the manufacturer warranty. I was also informed that they couldn't monitor if the customer was provided the warranty information.

So with that, I researched Sealy's website for warranty information. Sealy states clearly that if the mattress structure damage is not a result of abuse (stains, rips, tears, burns, etc.) that it is covered by the standard warranty. I have an email from AFW's customer service director that states that the stain did not cause the structure damage but yet still no resolution to this issue.

BUYER BEWARE! AFW has very sketchy business practices. They do not provide their customers with manufacturer warranty information and they do not follow the manufacturer warranty guidelines.

I bought a desk and when the delivery drivers delivered it on on 1/11/17 the desk had a factory default. They had to take it back to have a new one delivered. I asked the driver if there were more desks to replace the one I had and he said yes (reason I asked was because the sales lady a week prior said there were only 4 left). New delivery scheduled for 1/15/17 between 1100- 130. By 215 I had not heard anything so I called CS, they are late. Drivers showed up an hour late but never attempted to call me. Well they brought the same factory defect desk that would not work the prior delivery. I was told that was because there were no more desks. I spoke with CS and asked for a full credit, this was not my fault. She sounded shocked said I still had the desk legs at my house, which I did not. Never got a call back and only partial credit back. I will not shop at AFW AGAIN

So I purchased with a american furniture retail card no interest for a year. Ok I set up the last payment to pay the account in full. But wala the payment wasnt taken out because they said I was on auto pay. But yety they took a payment last month of 400 that was not on auto pay. Now they are charging me 1200 for interest. This is outrageous when I dont even owe this much on the original balance.

I will close the account pay the amount I borrowed and I will not I repeat will not pay the 1200 interest. I will let it ruin my credit. I have three new cars a new house and I don't need credit just to prove a point I am not paying it.

I am 54 with health issues so good luck to them [censor] for trying to cheat me. When I called they hung up on me when I called back they were closed [censor] service plus I get to talk to a foreigner they cant even employ people in the united states WOW.

We bought sofa and chair and a half in 2010. It's completely peeled all over and has sunk so far down we have boards under couch for support. This is worst furniture that we have ever bought. Right now remodeling house so keeping. Otherwise would have places to curb years ago. It's frustrating to spend hard earned money on junk. It started out with one spot wearing away and then before we knew it peeling everywhere. It's been peeling nonstop so much I would've thought it would all be off by now. But no. It's just sticks to you and trails crumbs of coating all through the house. Very frustrated. American in peoria went out of business and with furniture like this I can see why. Not sure how you can make it right but wanted to pass on.
Rachel Lehn

Bought loveseat on July 15, 2014. After not quite one year we had to replace the reclining motor. Now all the bonded leather is peeling off and it looks awful. I think that this piece of furniture should have lasted more than a few years. I am very disappointed and am wondering if there is anything that AFW WILL DO TO RECTIFY this problem. I spent $568.00 on this couch and feel like I did not get my money's worth from it.

My name is Jane Murphy, 1813 Tyler Ave., Longmont, CO. My phone number is [protected]. The sales order is [protected] dated 7/15/2014. We opened an account and our customer #[protected]. Hope to hear from someone in the near future.

I moved to Colorado last month and was asking around about good place to purchase furniture and was told to go to afw.
This is the worst place I have ever been to
The couch was ripped being delivered and i had to wait 2 days for a replacement
When the new couch came it was the same couch that was damaged during the first delivery
I called and was told the was a mistake made some how
Fast forward 2 weeks again a delivery problem and the mattresses I ordered came but they didn't match and again I called CS
And was told it was my deliveryman fault
Couch I purchased June 16 2017 is stating to sag and the pillow droop the middle of the couch is falling in as if we have had this couch for years ands its only been 3 weeks
The pillow that come with the couch have come unstitched and were delivered that way
Ottoman staples and poking out and hurt if you put your feet up
$1100 wasted with this store will never go back

To whom it may concern
I am a new customer who is very unhappy with the level of service not only delivery but product wise. I purchased some couches that was supposed to be delivered this past Saturday. Somehow the address was incorrect mind you I have to work on Saturdays so I had to reschedule my day because as I'm sure you're aware as a customer we can't dictate the time that is going to be delivered so I had to wait on the time of delivery. so not only did I lose a day of pay but then on my day off Sunday I have to sit and wait for my for my furniture to be delivered.
With that being said my delivery date was changed for this past Sunday from 130 to 4 and they didn't show up till about almost 5. At the end of the day I was thankful because the furniture that I chose was something that I really wanted the kids loved it.
The following day Monday as we are relaxing watching television my daughter went to get on the couch and scratched herself she started crying saying that she was bleeding sure enough she was scratched her skin was broken and bleeding. I asked her how she did it she said it was from the couch and then showed me. There was a nail about an inch high sticking out of the arm post of the couch. This is completely unacceptable does the furniture not get checked?
I am completely appalled and so disappointed of the quality of the product. I expected higher quality of the product especially for what it was marked up. I do hope that you guys will make this right. Attached is a picture of the couch. I know that this is not going to heal my daughters wound but if need be I will return these couches if you as a company do not value me and my family as customers. I am not rich I work very hard for the things that I have and the things that I'm able to provide for my children and I hope that as a company that is valued!
Sincerely
An Uhappy Customer!
Elizabeth Bolivar Stonbraker

Hi all!

Please do not buy anything from American Furniture Warehouse. My husband and I bought a dining room set and a sectional from American Warehouse 3 weeks ago. We were told that the two bar stools that came with the dining rooms set would be on back order which we were fine with. Upon delivery we actually received our full dining room set but the chase that was supposed to come with our sectional was not delivered. As you can imagine, we were quite upset that we were delivered an incomplete sectional but we were told the remaining piece would come in the next few days; okay fine, we were okay with that. Fast forward to the scheduled delivery time for our chase, the truck arrives and the delivery man comes to my door and said that they actually do not have our piece and that I should call customer service. So I called customer service and escalated to a manager my disappointment that this missing last piece has caused a lot of frustration, time I have taken away from work for a delivery that was never delivered and the discontent of having an incomplete sectional in my living room. The manager gave me three options: they would refund me the cost of the couch, waive my delivery fee or wait until March for the next bulk order of chases to come in (writing this on 2/8/17). So basically I have to wait a month for the last remaining piece of my sectional and by the way she couldn't tell me exactly when in March the chase would be in but said they would give me a call when the order arrived. So here we are, my family with an incomplete sectional for at least a month and the only way they're are willing to fix it is to refund me the delivery fee or they would happily come back to pick up my incomplete sectional. I will never buy from American Furniture Warehouse again! They do nothing to make the customer experience a pleasant one and sell items that aren't even in stock. Zero stars and a complete waste of time dealing with American Furniture Warehouse.

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!

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.