American Furniture Warehouse

Ive shopper at AFW for years and highly recommended them to clients, family and friends. There has been a bump here and there but AFW has always made it right.

This time has ruined the relationship. My client purchased a table with bar stools that took over three months to receive. We watched the delivery men scratch the top of the table and when we asked to have it returned they said to keep it, call customer service and they would handle it. We asked to see it noted in the paperwork before signing anything and they said there was nothing to sign.

When we moved one of the stools under the table the top fell off. I was so embarrassed. We called customer service and was told they would not replace the set but would send out a repairman and see what he could do. My client paid for new furniture and wanted new furnture.

They then offered him a $75 refund.

This is unacceptable on every level of professionalism, customer service and business. Stay away unless youre 100% sure your delivery and furniture will perfect.

The consultant Tim at the Conroe warehouse was incredibly helpful. The furniture we wanted was not in stock, and they couldn't find it in any of their other warehouses, so he talked to his manager, and we were able to get the couch that was on the warehouse floor.

He helped us check it over to make sure it was in good enough shape to buy since people had been constantly sitting on it. He was so kind through the process of setting up the purchase and delivery, and a day or two after the delivery, I received a handwritten note thanking me for allowing him to help us with our purchase in the mail.

I was genuinely pleased with the overall experience and if I or my family decided to get more furniture, we will definitely be coming back. Thank you!

If I could give no stars I would. We purchased a so called high end Italian leather sofa set for $7000 and in less than 6 months of limited use in a living room cushions were breaking down.

They had the unmitigated gaul to say it was were and tear and would charge for repairs even though they have a so called 1 year parts and labor warranty. This couch set replace a nearly 20 year old set purchased from Kacey's Fine Furniture that was still serviceable with no breakdowns. AFW sells crap and does not stand behind their products.

There also was no mention of a manufacturers warranty. Go to a reputable high end furniture company as at AFW is a quick buck out the door business.

I writing to let you know I am very disappointed with my experience at AFW, and how I was tossed around from person to person when I called again today on the phone. I cant believe this company is charging me a delivery fee when all of my furniture order was not delivered together as expected.

On top of that, I was then told I had to wait another month for the two missing pieces to be delivered. I am shocked that this company is willing to lose an entire order of over $3000 instead of refunding me my total amount of $300 for a delivery fee. I know that AFW was willing to refund $200, but due to the delay of delivery I do not believe I should have to pay for a service when I would then have to wait an extra month now for my bedroom set to be complete. I have decided to cancel the entire order due to the lack of customer service/empathy.

I also dont think its right that I have wait a month now for movers to come and pick up the furniture I have currently.

Going forward, I hope you tell your drivers to reach out to the customer when they are not able to make it on the scheduled delivery day and time.

I would have appreciated a courtesy call instead of waiting all day and night for them to arrive. As well as, for the salesmans to let the customer know that all of the furniture pieces will not be delivered at the same time.

I really wanted to keep my furniture order, all I had asked for was to be refunded the delivery fee of $300 because I thought that would be fair.

Bought furniture there two days ago, after we were approached " 14 " times by 14 different sales reps., and were told that we can rent a pickup for 75 minutes on Friday. "First come first serve starting at 10".

Today (Friday) we got there at guarter after 10.

One guy ahead of us.

THREE HOURS LATER HE STILL WASN'T BACK WITH THE PICKUP.

So we went to the girl with the black permanent marker clown eye brows to see what's going on.

SHE SAID HE COULD HAVE THE PICKUP LONGER THAN THE ALLOWED TIME, AND THAT THEY ONLY HAD ONE TRUCK TO RENT OUT ALL DAY!! THEY SPENT AN HOUR JUST ON LOADING THE TRUCK, WHILE ONE OR TWO EMPTY PICKUP TRUCKS WERE GOING FOR JOYRIDES ON THE PROPERTY .

THE MANAGER AT THE FRONT DESK SAID THEY WERE SECURITY.

SO WE GOT A REFUND AND WENT TO LIVING SPACES WHICH HAD FREE DELIVERY, AND A BETTER DEAL!

NEVER AGAIN AFW!!!