Bonnie S Qfe

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Verified Reviewer

Return policy is a LIE

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Never buy a Nectar. Worst Mattress ever to sleep on. Took it back to store and they would not take it back, because it had a small dirt spot on it from transporting it back to store. AFW mattress return policy is to find a reason not to take it back. Spot could have been wiped off. No common sense. I will never buy furniture here again. I was willing to buy an even more expensive mattress and more furniture. They have lost my business and I will tell everyone I can what a horrible company
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Loss:
$2
Pros:
  • Cheap furniture
  • Return policy is a lie
Cons:
  • Con you into believing their return policy to make a sale

Preferred solution: Full refund

User's recommendation: Stay away

Resolved
David U Ngx

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
| map-marker Gilbert, Arizona

Resolved: Refusal To Honor Warranty

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American Furniture Warehouse - Refusal To Honor Warranty
American Furniture Warehouse - Refusal To Honor Warranty - Image 2
Updated by user Apr 30, 2022

They finally did the right thing, part replaced under warranty.

Original review Mar 31, 2022
This is our 2nd reclining loveseat from AFW, and we should never have bought a second one since the first lasted only 20 months and the faux leather came apart. This time we went with a "very good" leather power recliner that cost us $2,000.

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!
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Pros:
  • Selection and price
Cons:
  • 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.

1 comment
Guest

They stepped up and honored the warranty, recliner has been fixed.

Trevonte Wvd

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Verified Reviewer

Payment

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I got hold of someone who solved my problem and explained why I was having a problem. I was trying to pay online.
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Preferred solution: Nothing

Marcus R Pkb

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Verified Buyer
|

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Verified Reviewer
| map-marker Conroe, Texas

Racial discrimination

American Furniture Warehouse - Racial discrimination
Original review Sep 04, 2022

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

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Preferred solution: More employee training

User's recommendation: Free your mind

Tasha D Okz
map-marker Webster, Texas

Unsatisfactory Customer Service from Jaime (Store Manager, Webster, TX) & Rhoda (Checkout Clerk)

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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.

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Cons:
  • 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.

Nicole P Mfa

Damaged furniture on delivery

Twice now on delivery one of the new white nightstands has grey paint on it. The lady delivery guys were friendly and contacted customer service for me to talk to and these guys today were a bit rude and told me to do it myself.
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Preferred solution: Deliver product or service ordered

CHERYL K Fcp

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Verified Reviewer
| map-marker Denver, Colorado

Warranty info on mattress, center of wellshire queen is not level any more, dented

No wonder you have a pissed off customer site, nobody was pissed til we got on your voicemail that didnt want a message!
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Cons:
  • Voice mail options

Preferred solution: A different mattress will actual support

1 comment
CHERYL K Fcp

Everything is fine, it was a problem with the slats

Mohammad T Brp

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Verified Reviewer
| map-marker Lakewood, Colorado

Transaction over 9000 dollars and default in the furniture

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Updated by user Jul 11, 2022

Racist! Definitely against Muslims

Original review Jul 11, 2022
Just had a bad experience in everything, Walked in the englwood store at colordo , Definitely not welcoming because family had head covering in the line of Islam. Definitely racist against Muslim s and black people please be warned
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Loss:
$9000
Pros:
  • Product and the price

Preferred solution: Full refund

User's recommendation: Specially if you Muslims or black be warned

Marius B Epv

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Verified Reviewer
| map-marker Surprise, Arizona

Delievery Late fee - Order 74E477***-*:0820

Hello, This morning at 10:52 am the truck delivery person called me that he is at my house and waiting on me for next 10 min. I drove back home, and I got there at 10:58 am, but he was gone already. No sign of truck on my street, so means he left probably as soon he called me. To reschedule the delivery I need now to pay 45$ which it could be avoided if the driver was waiting 10 min as he mentioned. I also like to keep the business with American Furniture for future shopping, but this incident is not helpful at all. Thank you.
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Anonymous

They don’t publish negative reviews

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They didnt publish my honest, negative review about the quality of the product. The product is all 5 stars and positive reviews but on the manufacturers site for the same product its honest and details the terrible quality and issues that we ran into. Its not honest to filter the reviews of product quality!!
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Patti M Ocy

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Verified Buyer
| map-marker Thornton, Colorado

Warranty issues

Tech was sent out to look at leather on our sofa. Tech stated that the finish on the leather was defective, a step was probably missed at the tanner. Customer service called about 45 minutes later to inform we were 1 month outside of warranty and that they would not do anything. This is a defective product not something broken! This sofa was one of the most expensive in the store at the time of purchase ($1800) so you would think theyd back up their product especially since its defective according to the tech.
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Loss:
$1860

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

Anonymous
map-marker Glendale, Arizona

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.

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The customer care center hung up on me, said you'll get your product 2 to 3 weeks later and there is nothing they can do about it. Eventhough I paid for everything in full. Very poor customer care, customer concern and overall service.
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Pros:
  • Easy checkout
  • Friendly and helpful
Cons:
  • Poor management communication

User's recommendation: Do not shop here do to poor information, poor customer care, poor management

Anonymous
map-marker Arvada, Colorado

Treated poorly by customer service agent

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I put a review in of chairs that were delivered. A person called and I didn't quite understand what he was asking. He then became EXTREMELY rude and hung up on me when I asked to speak to a supervisor. This order has had a lot of issues and now this. I demand an apology. I have spent quite a bit of money in the last year and have never before received this type of treatment. Your customer "service" leaves a LOT to be desired. I tried to call back and was told it would be 1/2 before I could speak to someone. COMPLETELY UNACCEPTABLE.
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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

Jennifer K Xwu
map-marker Denver, Colorado

Worst Customer Service Ever

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The customer service manager was not only condescending and rude but utterly dismissed my issue. I have been a loyal customer and referral source for the company and this has led me to never shop here again. Better off with IKEA for what they offer in customer support here.
View full review
Loss:
$59
Cons:
  • Grossly poor customer service
  • Poor service

Preferred solution: Full refund

User's recommendation: DO NOT SHOP HERE. CUSTOMER SERVICE 0/10

Anonymous
map-marker Hayward, California

Waiting my refund

I order table and I cancel order when I see reviews this store I hope they give me my money back 3 to 10 days I hope I call today wait 90 minit they disconnected me
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