CR R Xsj

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Verified Reviewer

Poor quality, poor customer service - buyer beware

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Original review Mar 07, 2022
Bedroom furniture arrived chipped and dresser drawers didnt close correctly. We were told technician would repair. Waited a week and technician told us furniture cant be repaired, and should never have been left with us. Replacement arrived quickly, but in equally poor condition. Sent both original and replacement back. Delivery crew piled both sets of furniture on equipment that would support one set and crashed into hallway wall, leaving two holes. Contacted AFW, provided requested photos, and no response in a week. No one can articulate the claims process, nor provide a timeline. Based on our experience, I suspect it takes so long because theyve got high volume of claims. Will never shop, nor recommend AFW.
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Loss:
$100
Cons:
  • Defective furniture
  • Poor customer service
  • Terrible claims process and staff

Preferred solution: Full refund

User's recommendation: Buyer Beware - Don’t Shop Here!

Teresa M Ild

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Verified Buyer
|

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Verified Reviewer
| map-marker Aurora, Colorado

Please 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

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American Furniture Warehouse - Please help me with my back orders I have a couch I ordered and...
It's been over two months now and everytime I call I get different dates of delivery...today they said Feb 9th to 11th
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Preferred solution: Let the company propose a solution

User's recommendation: Not on back orders

Mister I

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Verified Reviewer
| map-marker Gilbert, Arizona

No Customer Service

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Original review Jan 06, 2022

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".

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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.

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Pros:
  • Selection

User's recommendation: avoid or lower your expectations below whale excrement.

Allen K Onf
map-marker Cross Timbers, Missouri

Pulled a bait and switch on me

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The worst experience I've ever had buying furniture. I'm a senior citizen and don't see well. They pulled a bait and switch on me. They sold me a new recliner chair then switched it with a floor model with a defective back that made me sit funny, and caused back problems. They wouldn't let me return it but would give me a store credit, like I want to do business with them again. They picked it up, fixed it the next day and wouldn't return it for over two weeks. These are bad people. DO NOT RECOMMEND!!!!!!!!!!!!!!!!!
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Preferred solution: Full refund

User's recommendation: Don't buy there or they will treat you terrible!

Nichele Twe
map-marker Gilbert, Arizona

Terrible merchandise and customer service

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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.

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Loss:
$34
Pros:
  • Warranty department was great
Cons:
  • Customer service and management

Preferred solution: Let the company propose a solution

User's recommendation: Buyer Beware!! Double check prices

Beyond angry 07

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Verified Reviewer

Worst delivery service ever!!!!

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American Furniture Warehouse - Worst delivery service ever!!!!
Original review Sep 12, 2021
So I'm disabled and ordered a couch set and bed frame. I sold my old sectional but thought they could help me disassemble my current bed so they could put the new one together. These KIDS looked at me and said "that's on you, figure it out" how effn rude!! when I asked why aren't they putting it together. They told me they are NOT allowed to disassemble furniture or move furniture. Spoke to Julie Customer service manager and she said for and extra $59 they could, I said Nope!
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Pros:
  • Easy checkout
  • Product and the price
Cons:
  • 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!!!

SirSteven

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Verified Reviewer
| map-marker Gilbert, Arizona

3 days Old a $1,000 dollars and it JUNK!! They will take it back and charge $180.00 Restocking fee

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Updated by user Nov 20, 2021

They want to charge a re-stocking fee of 15 percent.

Original review Nov 18, 2021
I have a dog. I told the sales rep I had a dog and wanted something that was durable.

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??
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User's recommendation: THIS PLACE LACKS ANY KIND OF CUSTOMER SERVICE. YOU 'LL BE SORRY YOU PURCHASE ANYTHING THERE

Nichele Twe
map-marker Gilbert, Arizona

Terrible product and customer service

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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!

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User's recommendation: Buyer Beware

Joshua P Cic

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Verified Reviewer
| map-marker Firestone, Colorado

Negative experience/false advertising

Our salesman was excellent, personable, and very friendly. The problem I have with AFW is the website said the sofa we wanted was in stock and was leather. Upon arriving at the store the sofa was gray, not brown, and not leather. After looking at other sofas, we spent $500.00 more than we planned on. That is o.k, however we were told that our furniture would be in the warehouse on the 26th and delivered on the 28th. It is now the 28th and still no furniture. Customer service is terrible and now is saying they are two weeks out with our order. I believe this is false advertisement and a typical bait and switch business plan. Businesses need to quit promising things they cannot deliver, Don't advertise items you cannot deliver.
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Preferred solution: Price reduction

Anonymous
map-marker Tampa, Florida

Delivery damaged product

3 times we got damaged cabinet for tv (around $ 600) fourth time manager Gorgi promissed She will take care She lied nobody check cabinet before delivery and we got dmaged cabinet again.ased for money back she Said that policy is give you Credit .same thing happwned with rug(over $500) no money back just Credit .Some people told us Never go there but we Made Mistake DO NOt GO ON THIS PLACE EVER
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Preferred solution: Full refund

User's recommendation: NEVER ,GO IN THERE STORES

Michelle R Msa

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Verified Reviewer
| map-marker Katy, Texas

Delivery service not good

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Updated by user Oct 26, 2021

Nothing has happened .... Still waiting ....

Original review Oct 25, 2021
My couch was not set up correctly by the AFW employees. I had to pay someone to fix it !! I want my Delivery charged Reimbursed
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Pros:
  • Great furniture at good prices
Cons:
  • See comments about delivery

Preferred solution: Reimbursement of delivery cost

Michelle R Msa

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Verified Reviewer
| map-marker Katy, Texas

The delivery drivers did NOT set up my couch correctly

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The trundle part of my couch would not pull out .The Delivery drivers were in a rush and did not cut off the zip ties . I had to pay the same amount that I paid AFW to deliver it to someone else to fix it !!!!
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Loss:
$59
Pros:
  • Long hours

Preferred solution: Delivery Fee Reimbursed

Backorder lies

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Verified Reviewer

Backorder dates keep getting pushed back

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I purchased a breakfast nook set in July 2021. I was told the bench - which is an Ashley piece of furniture would be delivered the second week of Sept. since it was back ordered. I called them on Sept. 16th. (Today) and now told it has been pushed back to sometime in Dec. However, I received no call from them. I have recommended AFW to all my friends but no more. I am going to ask for a refund. Horrible customer service. Once they get your money, they write you off.
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Pros:
  • Location
  • Have great selection of furniture
  • Selection and prices
Cons:
  • 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.

1 comment
Backorder lies

Not truthful.

Florence L Rtj

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Verified Reviewer
| map-marker Grand Junction, Colorado

Customer service liars shouldn't have to pay for delivery after waiting more then a month.

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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

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Loss:
$69
Pros:
  • Take your money
Cons:
  • Grossly poor customer service
  • Always out of stock or say they have it
  • Did not honor delivery date

Preferred solution: Price reduction

Micky T Dwf
map-marker Gilbert, Arizona

Where is my order

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We have waited for FOUR months to get our items and never even get call back they never call have back when call i get my order We ordered our funiture in June 3 rd and wanted to get a set of couch l9ve seat and a chair and two end tables a Have yet to even get a call back just and email saying maybe next month what the he!!
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Pros:
  • Fill order
Cons:
  • Fill our order

Preferred solution: Just want our ordered and someone to call and up dated us weekly

User's recommendation: Dont bother