American Furniture Warehouse
Reviews and Complaints
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Verified ReviewerReturn policy is a LIE
- Cheap furniture
- Return policy is a lie
- Con you into believing their return policy to make a sale
Preferred solution: Full refund
User's recommendation: Stay away
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer | Gilbert, ArizonaResolved: Refusal To Honor Warranty
They finally did the right thing, part replaced under warranty.
In 5 months of use, the finish on one leather headrest came off. Tech came out and said it can happen and he'd need to order a new cover, would contact me soon. 3 weeks later no call, I contact AFW and they tell me "we do not cover the leather finish coming off under our warranty because it happens from the oils in your skin". Wait...
you don't cover it because I sit in it? What am I supposed to do with a recliner? They'll fix it, but I have to pay for it! My wife's chair is used 10 times more than mine and shows no issues.
RUN FROM THESE LIARS. Considering small claims and demand they take it back and give me a full refund!
- Selection and price
- Cheap products terrible customers service after sale
Preferred solution: I'd like it repaired with a new headrest, if not then a replacement would be my next request, beyond those two options a full refund.
User's recommendation: DO NOT SHOP HERE. Big store, great selections, good prices, cheap products and horrid service.
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Verified ReviewerPayment
Preferred solution: Nothing
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Conroe, TexasRacial discrimination
Was in the Conroe location today around 1pm. The older white employee in the mattress section was helping out another lady when we walked up.
He looked right at us and knew we were waiting. REVIEW STORE SURVEILLANCE VIDEO. My family are Pacific Islanders. We had been waiting for the store employee to finish with the previous customer so we could inquire about mattresses and were clearly speaking English around him.
After he finished with his previous customer, he walked right passed my family as we were laying and trying mattresses and greeted another white couple who were just walking up to the mattress department. Totally ignored us though he knew he was the only employee in the department and went straight to another white couple and asked them if they needed help. FREE YOUR MINDThis is 2022 not 1922!!
WTF! It really pissed me off to be treated like this, luckily I had my wife and kids with me
Preferred solution: More employee training
User's recommendation: Free your mind
Unsatisfactory Customer Service from Jaime (Store Manager, Webster, TX) & Rhoda (Checkout Clerk)
On August 8, 2022, I spent over $1,200 on furniture at your Webster store. On the date of delivery, I received only one of the three furniture items I ordered and paid for.
One of my furniture items was not on the delivery truck and the other furniture item was missing a part and the delivery truck driver could not explain why. So, I went to the furniture store to see what happened to the rest of my furniture that was supposed to be delivered.
When I arrived at the front office, Rhonda, the office clerk was rude. She immediately responded I dont have nothing to do with that. That aint my problem.
She also waved her hand off towards me in a dismissive manner. I then asked to speak with the store manager (Jaime). She was rude and disrespectful also.
After receiving such poor customer service (problem dismissed and a show of unconcerncustomer@***.com), I asked for a refund of the items I had previously purchased but had not been delivered. Jaimes response to my request was unsatisfactory.
She proceeding to explain to me that she didnt want to hear all of what I had to say. Additionally, she stated "Be quiet, this is my store. I am the store manager".
When I asked her to put that in writing so that I would have documentation of what was discussed, Jaime stated that I was threatening her and she told the checkout clerk, Rhonda, to flag my account so that I could not purchase from that store in the future.
This should have been a simple matter to resolve, by displaying common courtesy and respect to the needs of the customer
Instead, Jaimie threatened, humiliated, and tried to intimidate me all because I requested a refund and written proof before leaving the building.
I am requesting that I receive a phone call from senior management to discuss how poorly I was treated at their furniture store. I also want corrective action taken by removing the red flag off of my account.
Every customer should feel appreciated and supported before and after they buy from your store.
This was not the case for me. Unfortunately, my experience at your store was not enjoyable because Jaime, the manager at American Furniture Warehouse (AFW), Webster location, failed to show professionalism, understanding, courtesy, and patience.
- Poor management communication
- Rude customer service from jaime- store manager- webster tx
- Rude customer service from rhonda- checkout clerk- webster tx
Preferred solution: I am requesting that I receive a phone call from senior management to discuss how poorly I was treated at their furniture store. I also want corrective action taken by removing the red flag off of my account.
Damaged furniture on delivery
Preferred solution: Deliver product or service ordered
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Verified Reviewer | Denver, ColoradoWarranty info on mattress, center of wellshire queen is not level any more, dented
- Voice mail options
Preferred solution: A different mattress will actual support
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Verified Reviewer | Lakewood, ColoradoTransaction over 9000 dollars and default in the furniture
Racist! Definitely against Muslims
- Product and the price
Preferred solution: Full refund
User's recommendation: Specially if you Muslims or black be warned
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Verified Reviewer | Surprise, ArizonaDelievery Late fee - Order 74E477***-*:0820
They don’t publish negative reviews
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer | Thornton, ColoradoWarranty issues
Preferred solution: A different sofa
User's recommendation: Do not buy, customer service in store is great but once you leave you are out of luck
Service manager's do not care about customer care. They did deliver furniture as promised on deliver date and when talking to "Dominicus" the sales manager he did not care where the furniture was.
- Easy checkout
- Friendly and helpful
- Poor management communication
User's recommendation: Do not shop here do to poor information, poor customer care, poor management
Treated poorly by customer service agent
User's recommendation: You had better hope that everything is delivered correctly, because AFW will make it VERY hard to get the right items and you will not receive timely or professional assistance
Worst Customer Service Ever
- Grossly poor customer service
- Poor service
Preferred solution: Full refund
User's recommendation: DO NOT SHOP HERE. CUSTOMER SERVICE 0/10
Waiting my refund
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They stepped up and honored the warranty, recliner has been fixed.