American Furniture Warehouse
Reviews and Complaints
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Verified ReviewerPoor quality, poor customer service - buyer beware
- Defective furniture
- Poor customer service
- Terrible claims process and staff
Preferred solution: Full refund
User's recommendation: Buyer Beware - Don’t Shop Here!
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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 | Aurora, ColoradoPlease help me with my back orders I have a couch I ordered and paid for on November 26th 2021 and until now Feb 26th 22 its still not available
Preferred solution: Let the company propose a solution
User's recommendation: Not on back orders
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Verified Reviewer | Gilbert, ArizonaNo Customer Service
Having been in Customer Service and payment processing/finance for over 30 years, and my wife having 30 years sales experince - the following is not Customer Service or good sales. My wife immediately walked away after the first interaction when the sales person made clear we were bothering him.
The salesperson did not want to help us, when I asked for an item the salesperson told us he can't help us unless we have a sku, the salesperson told us "if the item is not displayed, it is not available".
Told the salesperson that online it said there are five of these items in warehouse. Finally, the salesperson looked it up on the internet and condenscended to sell us the item. The salesperson told us he can not write it up as we have to provide our demographic... information for him to proceed (I just wanted to buy an item.) The salesman gave us the sku and told us to go to the "Non" Express counter to pay for the item.
The two "Non" Express lines did not move for over ten minutes (are the cashiers also responsible to gather credit... and other data?) The person in front of me left and I asked if anyone else can get me my item and take my payment. Another salesperson came other and took my information, HOWEVER, when he ran the sku, he told me we do not have these items in stock. I told him the other salesperson saw it and wrote down the sku.
This salesperson's suggestion "go find the other salesperson and take it up with him".
lo
This is this company's Customer Service? Avoidance, laziness, systemic processes to do other things rather than taking care of the customer (harvest data), passing the buck and just dumping the customer.
Can't imagine what their follow up looks like if you have a problem after buying something from this company.
- Selection
User's recommendation: avoid or lower your expectations below whale excrement.
Pulled a bait and switch on me
Preferred solution: Full refund
User's recommendation: Don't buy there or they will treat you terrible!
Terrible merchandise and customer service
I purchased a Beauty Rest mattress. 60 days later the mattress started to sink in.
I contacted afw warranty department. They replaced the mattress. Lol 30 days later it started to sink in again. I contacted afw they replaced it again.
30 days later it happened again. They told me to come pick out a new mattress. Ok! I go back to afw and explain everything to the sales guy.
I explain that I just want and even exchange. No problem he says. On the price sheet it showed the same price ok great. I head to customer service to schedule delivery date.
The lady tells me that I need to pay more money. I'm like what! Can you please call the manager. That was a nightmare!
So disrespectful and no customer service at all. What happened to customer service!! I felt like I was being robbed and completely disrespected. I understand a sales price is the sales price.
But the way they handled it was extremely rude and unprofessional. The sales guy said even exchange. Its not just that though. They kept saying oh were taking this charge off and that charge off.
What charges? It should of been an even exchange period. Like I was told. They made me feel like I was doing something wrong.
I really liked afw.
But I will not be shopping there again. The sad part is I don't think they really care.
- Warranty department was great
- Customer service and management
Preferred solution: Let the company propose a solution
User's recommendation: Buyer Beware!! Double check prices
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Verified ReviewerWorst delivery service ever!!!!
- Easy checkout
- Product and the price
- Rude customer service
Preferred solution: I would like an apology from Julie and for free to take apart old bed and put new bed together!!
User's recommendation: Do NOT BUY FROM HERE!!!
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Verified Reviewer | Gilbert, Arizona3 days Old a $1,000 dollars and it JUNK!! They will take it back and charge $180.00 Restocking fee
They want to charge a re-stocking fee of 15 percent.
I have a love sweat that is 5 years old and never had a problem with it .After three days the couch developed fuzz on the cushions. I called and they told me that I should by a fuss tool and a fabric spray. They don't sell it but it would cure my problem. I went in and told the sales rep.
He me that he felt it was defective and to have it exchanged. Ok They came out with a replacement and the movers took one look and said it was dog hair. They want 15 percent restocking fee. For what to restock a defective couch.
These people are RUDE and cant say anything and don't want to listen to anything but come up with the fact its your dog. WHY WOULD THEY EVEN SELL AN COUCH LIKE THAT??
User's recommendation: THIS PLACE LACKS ANY KIND OF CUSTOMER SERVICE. YOU 'LL BE SORRY YOU PURCHASE ANYTHING THERE
Terrible product and customer service
I purchased a Beauty Rest mattress. 60 days later the mattress started to sink.
They replaced the mattress. Lol 30 days later it happened again. They told me to come pick out a new mattress. Ok!
I go back to afw and explain everything to the sales guy. I explain that I just want and even exchange. No problem he says. On the price sheet it showed the same price.
I go to customer service to schedule delivery date. No! They say its more money! It felt like I was being robbed and completely disrespected.
I ask for the manager. Omg he was terrible. He had an attitude and was very disrespectful. What happened to customer service?
What happened to being respectful to others. I would of had no problem paying the extra if it was justified but it wasn't.
As much as I liked afw. I will not being going back!
User's recommendation: Buyer Beware
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Verified Reviewer | Firestone, ColoradoNegative experience/false advertising
Preferred solution: Price reduction
Delivery damaged product
Preferred solution: Full refund
User's recommendation: NEVER ,GO IN THERE STORES
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Verified Reviewer | Katy, TexasDelivery service not good
Nothing has happened .... Still waiting ....
- Great furniture at good prices
- See comments about delivery
Preferred solution: Reimbursement of delivery cost
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Verified Reviewer | Katy, TexasThe delivery drivers did NOT set up my couch correctly
- Long hours
Preferred solution: Delivery Fee Reimbursed
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Verified ReviewerBackorder dates keep getting pushed back
- Location
- Have great selection of furniture
- Selection and prices
- Did not honor delivery date
Preferred solution: Full refund
User's recommendation: If they tell you your piece of furniture is back ordered.. run not walk to another Furniture Store. They are not truthful.
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 | Grand Junction, ColoradoCustomer service liars shouldn't have to pay for delivery after waiting more then a month.
American Furniture Warehouse [AFW] Customer Service.
08/12/2021 I called AFW in Grand Junction, Colorado, talked with Customer Service. I ask her if my love seat has made it over the mountain yet due to the mudslide.
She told me she wanted me to know that they now have the sofa and the love seat, 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 love seat 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 than likely be here the day after, meaning the 28th of June. Today date is August 12th.
# 91A848205 Look at the order yourself date expected was 06/30/2021Checknow that they lieK
- Take your money
- Grossly poor customer service
- Always out of stock or say they have it
- Did not honor delivery date
Preferred solution: Price reduction
Where is my order
- Fill order
- Fill our order
Preferred solution: Just want our ordered and someone to call and up dated us weekly
User's recommendation: Dont bother
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Not truthful.