American Furniture Warehouse [AFW]
Reviews and Complaints

We purchased a living room set sofa, love seat and recliner on 2/10/24 once delivered it did not meet our satisfaction, though we gave it a chance it just didn't fit our needs so we returned to the store on 3/10/24 to do an exchange, we chose a sectional costing us an additional 1044.00 + taxes and delivery. We paid 25% restocking fee on the original purchase. We were told our sectional would be delivered in a week, 6 weeks go by I am calling every week and texting with our salesman each week it's a new delay and a new excuse. I was told on April 19th 2 pieces were delayed until late June, enough is enough so we went to the store to talk to them, The "acting" manager Chris told us there are only 3 certainties in life death, taxes and you won't get a discount at American Furniture Warehouse, he laughed thinking he was so clever when in reality he was extremely rude and condesending. I have never witnessed such awful customer service! We finally had to cancel the pieces that we wanted and choose alternates in order to achieve delivery and be done with this company which is very disappointing. In doing this it cost us an additional 238.00 and additional delivery fees, we asked Chris to split this cost with us as we had been misled and he was so rude and called me a liar stating noone that works for him told me June even though they did just the day before meanwhile one of the items was sitting in Glendale the entire time. They misled us and did nothing but take more money from us. I feel we are owed some sort of compensation and I feel someone in upper management needs to know how Chris is representing this company, when I asked for his supervisor, he told me there is no one higher than him, ONly to find out he's an "acting mgr" he doesn't deserve the position and he needs to be taught how to treat customers. They had our money long enough and couldn't deliver the product we were promised forcing us to change our order to be done with their awful service. NOT GOOD I am filing complaints against your company and leaving bad reviews. This is unacceptable service and behavior from your employee.

We bought our 5 piece sectional couch for 2k outright. When we received the couch the cushions were thrown all around the truck with nothing to protect them, so our first issues is that they are now dirty. This is fine I bought a shampooer knowing the couch will get dirty. My main issues is when it was delivered the pieces didn’t fit so the 3 delivery men had to use a drill to remove all the parts and re install them to make the couch stick together. All but one sectional couldn’t be placed in. I said no worries we are moving tonight to the floor below us. We move the couch to the new apartment downstairs and there is missing pieces! So you can’t drill them back in nor put the couch back together because the threads are defected! I contact customer service on the 4th day and they said they would do the exchange, the drivers get here start talking [censored] in Spanish saying it was us that ruined the furniture from moving it one floor to another. So I stopped him there and said I speak Spanish and it’s not our fault. Then he goes to say your furniture has a defect and that’s not our fault because the previous driver should’ve wrote it on his notes and inspected it and he did not so we are denying your exchange! Customer service did not want to speak to us and the driver refused to give me customer services number and said go look at your receipt. So let’s say it is our fault, you’re telling me that the couch can’t be moved around or the pieces will break? And you can never assemble your couch again? Cmon it doesn’t make sense…. All my furniture is from you guys… I will be disputing the charge since you guys refused to send a technician out and to do an exchange when the furniture hasn’t been owned for even a week. 48 hour policy my [censored], can’t even return the furniture what a joke.

I spent a lot of money with the Pueblo Co AFW facility. After purchasing furniture for all rooms in my house I am disgusted with the quality of the furniture and customer service is terrible. In a few months drawer sliding rails are broke and they tell me 2 months to receive the part. I can go to home depot and buy a rail. My bed collapsed while sleeping in it and punched holes in the new boxspring the wheel fell off the cocktail table and I’m a single person. I could only imagine a family using the furniture.

Called AFW on June 8, 2023 regarding a rocker recliner under warranty that the cable/wire was broken for tge recliner handle. Sales order #52H575986. Followed directions of representative with photos. Case # _00DipdYT._5005c1J41qP:ref.

Representative said we would get an email when the part was on the way (the part was in stock) and when the part arrived call back & a repairman would be scheduled. Called back at just over 1 week, recording said everything was automated now. Filed a claim, reply said someone would contact me 24 to 48 hours. We still have not been contacted. Case # [protected].

05/10/23, 11:12:32 am, sales order [protected]
Picked up the chair from the gilbert az warehouse. I am 81 years old
And drive a vehicle with a handicap plate. Your employee did not shove the box into the trunk far enough and after leaving, I had to stop on the street to push the box forward to secure my trunk. Terrible!
When I arrived home, my husband noticed the box had been retapped. When he took the pieces out of the box to assemble the chair, the "nuts in the seat cushion were stripped".
I called the gilbert az store and was able to speak to brittney/customer service. She said she would have a "package of hardware" shipped to me?
We did not want to drive to the store to pick up another chair! We are disappointed that afw - gilbert az store would repack a chair that was returned from another customer without making a complete inspection!
We hereby are registering a formal complaint against your company!

Bought new recliner which started squeaking after a few days. Filed a warranty claim on April 16. A tech came out to look at it on April 20. He said someone would call me with a decision on what they decided to do. 6 days later, on the 26th, I called them only to find out they had done nothing on my claim. I was told they would make a decision and call me back that day or first thing on the 27th. End of the 27th and I still haven't heard from them.

I purchased a patio set 6/2022 used it for about 3 - 4 months before putting it away for the summer.

I took all the cushions out last weekend 3/14 to get them ready to put out for the season.

I took all of the cushion covers off to wash and almost all of the covers came unraveled at the seems leaving large holes. Obviously poor quality manufacturing. I contacted AFW and was told it wasn't a warranty issue, contact company they said they would replace but would not come until next year since it is in China. I have purchased thousands of dollars worth of stuff from AFW and this patio set was not cheap by any means!

I expect more for you AFW other than you telling I can I pay almost $80 for each set and it wouldn't even come for 3-6 months after the season is over.

AFW you need to take care of your loyal customers.

If not you'll be losing more than a customer.

In December we bought over $8000 in furniture from American Furniture warehouse in Webster TX for our home in Minnesota. We were told about their warranty and I asked if they would deliver it for us. They said they could but it will cost 10%. We felt that was to much and found a better option. Everything was great until early April. The stitching is coming undone on our recliner. So knowing that we had a warranty based on what our sales person said, we call customer service and spoke to Chris and was eventually told by him that they wont repair anything if it isn’t delivered by them. He said it clearly states this on our receipt. I have the receipt and it says nothing like that. So I called AFW customer service again and they told me its not on the receipt but it is on their web page. I said I didn’t buy it online I bought directly at the store. How would I know that it was on a web page. Can you imagine buying something directly from Walmart and them saying since you didn’t have us deliver it then we don't have to honor any warranty. If Walmart said “hey its on our web page” people would flip. American Furniture warehouse knows the right thing to do. It sure would be nice to find a big company that cares about being fair and not as concerned with the cost of few bucks to be honest. Wish Mike Lindell sold furniture.

I purchased a couch and over size chair in December 2022. The chair had issues that needed to be fixed. After many phone calls and months later the chair was replaced. Now there is another problem. The chair is a different color than the couch. I have bought a lot of furniture and never had a problem. I want the chair replaced immediately and something to compensate for the many months of frustration .

Hi AFW Team,

We got the recliner delivered today (02/22/2023) to our home. We noticed that there is a tear in side of recliner loveseat.

Please refer the below picture for your reference.

I noticed that when the the delivery person carrying the sofa inside home, he hit the front door and our entry door also broken.

Please refer the 2nd picture for the same.

We are really disappointed and waiting for your response.

Purchased a very large patio umbrella on Friday 2/18/2023. While we were making the purchase my husband asked several times if we will need sand to put in the base of the umbrella in order to hold it up. The salesman replied "no you don't need to do anything" We paid to have the umbrella delivered because of the size and it would need to be set up. When the umbrella was delivered on 2/20/2023, they could not set it up because we did not have sand to hold it up, which we were told we didn't need from the salesman at the store. The umbrella was left in parts on our patio, we got sand and tried to put the umbrella together ourselves, but it is so heavy we can not assemble properly. I call customer service asking for someone to come out and set the umbrella up for us since we paid for that service and was not aware we needed sand at that time. Customer service told me there is nothing they can do since we did not have the sand when the delivery arrived. I explained to the customer service rep we had not idea we needed sand when we made the purchase because that's what we were told. I was told again there is nothing we can do for you so I asked for a refund since I paid for the assembly as well and her response was "no refund will be given you did not have the sand to set up the umbrella" every time I tried to explain we did not know we needed sand she repeated herself since we didn't have the sand that was basically our problem.

In August of 2021 we purchased 14k worth of furniture for a home at the Firestone CO store. All went well until my 85 year old father sat in a never used chair purchased from AFW at the same time as the rest. Not all arrived within 90 days… super.

My father toppled over due to a defect In the manufacture of the chair leg. I made several attempts to contact AFW, spending 6 hours on hold, attempting to find a remedy. I was connected to their corporate office. The individual was not willing to listen and offered me a 50$ repair technician that I must pay for to even “look” at the chair. When I mentioned this is exactly what was offered on the website… they became hostile and threatened me with physical harm if I were to walk into AFW again. Wow … I mean. Wow. Your customer service skills are at rock bottom as is the quality of your childish wood pressed together with disregard for your customers. Btw, best to keep your cool on a phone call… never know if it’s recorded.

And the buttons fall off and the pets like to eat them. Thanks AFW. You guys hate dogs too?

On August 25th I ordered a sectional couch online. Order number 33F565013. I picked up the couch from the warehouse at their Centennial location. When I opened the boxes, I immediately noticed a rip on the chaise in the couch fabric. I figured I could call and get a repair technician out to fix the matter so I continued to assemble the couch. I started to notice the couch legs/feet had obvious wear marks. The wheels also were very obviously used. The parts bag had been opened and taped back shut. The couch bottom had holes where screws had previously been. The wheels had paint missing where screws had previously stripped the paint and the holes in the feet where screws should go were stripped as well. I called the next day when the store opened and when I finally got through to a customer service rep, I explained my issue and emailed photos. She was working on resolving the issue when the phone disconnected. I called back and was connected to another representative, Claire. She insisted the couch was NOT used, as they traced it back to the manufacturer and it had never been sold. AFW must have obviously received it from the manufacturer used or AFW's staff was using it as a nice place to relax in the warehouse prior to repackaging and selling to to me. I was offered 10% to keep the couch, which was not nearly enough of a discount to keep the couch in it's condition. I opted to have the couch replaced and delivered. I was then informed I would have to pay additional taxes for the EVEN replacement. I thought this was unfair and fraudulent. I asked the representative to discount the price of the couch by $30 to cover the additional tax I would have to pay, as I knew she could not remove the tax. She refused. I asked to speak to a manager or supervisor to which she replied that they don't take customer phone calls. I was sold USED, damaged merchandise, rudely told it was not used, and now I am paying additional tax that I have already paid on the merchandise. This is a scam! Sell the consumer something they are forced to return and charge them more for the replacement. I asked for a small discount on the new item to cover the additional money I'd be forced to pay and all I was offered was a store credit, which I did not want. How does that help me? It's just money the store gets back. When I receive my new couch, I'll take photos of the parts and feet so compare what something NEW should look like.

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 don’t have nothing to do with that. That ain’t 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 [protected]@afwonline.com), I asked for a refund of the items I had previously purchased but had not been delivered. Jaime’s response to my request was unsatisfactory. She proceeding to explain to me that she didn’t 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.

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!

We had a couch ordered in from another location on Tuesday March 15, 2022, When we showed up on Thursday March 17, 2022 to pick it up there were multiple tears on the bottom of the couches exposing the inside of the couch as well as multiple staples were loose and sticking. Paying as much as we did I expected we would have received an item in better shape. The only reason we did not refuse it is because it was the only one that was delivered to the store and we did not want to wait any longer since we had already rented a truck.

We really loved the deals we got at this Store, it’s a great place to shop UNTIL you have any issues. You might want to really consider that there is no sense of customer service IF/WHEN SOMETHING does go wrong. We purchased a new bedroom set and were pretty excited to get it all set up until we got to the box the actual bed was in. When we got to that box we immediately noticed the fresh footprints that adorned the box, of course when we unpacked it the brace on the back of the headboard was broken in every spot there was a screw. In anticipation of getting a new bed we had disposed of our old one. So after waiting for approx 6 weeks to come into stock (I get it everything is back ordered) we now have 3 choices

1- pay full price for a damaged bed

2- wait 4-6 weeks while sleeping in the spare room in a smaller bed or

3- load this almost 7’ beast back up and drag it back down there for a refund IF they deem it a factory defect. (Not a defect, your warehouse workers stomped all over it!)

Considering the entire bedroom suite matches the bed we opted for option 2. The ONLY thing I asked for, for our rather large inconvenience was to have the bed delivered at no charge. I thought that was pretty reasonable. NOPE, you literally have to wait days in between “customer service” returning any emails (everything has to be in writing) to get absolutely no offers on their part to try to make things “right”. We had a good run over the last few years with many purchases but this is definitely my last. CUSTOMER SERVICE NON EXISTENT once the sale is completed 😔

Today my family received a delivery, and received the worst experience we have ever received from anywhere especially with American Furniture Warehouse due to a customer service agent claiming to be a supervisor Angela.

I would like to say we have been shopping with your company since 2012. My entire house, and when i say entire I'm not exaggerating, is furnished with your product. We received a bedroom set that has been on backorder since November. The bedframe was damaged, we were advised by the delivery men, and they advised us the replacement would be at the end of March. We advised we can wait until then. After they hurried out the door we are missing a side table. I called your customer service line to resolve the issue. After a 20 minute wait I reach Angela. Who was borderline abusive. First off I never received an apology for the experience as a whole or a positive tone. I myself have worked in the contact center customer service for over 22 years, and if i would have ever spoken to anyone as she has today it would have been instant termination. When advising her of the situation her response was " people make mistakes" I informed her this has been extremely stressful and my husband has just had a stroke 3 weeks ago, she hummed and said well I'll let the warehouse know you're missing a nightstand. I advised her she is not good at handling angry customers and in her position she needs to be able to handle this better as i have every right at this point to be angry. She stated " I never said i can't handle this" i advised her she is rude and would like to speak to her supervisor, she stated i can't there is no one higher this is corporate she is a supervisor, that i can speak with one of her co-supervisors. at that point getting no where i advised her fix the issue and hung up. I called back and again 10 minute hold and put myself in the queue and no call back an hour later. I understand I was angry, but I never raised my voice or called names. I was professional, and to that point in the interaction of the day I had every right. After the time with American and the money i have spent i am severing ties with your company. i understand one customer will not put you out of business, but with the claim of being family owned; bringing customers into the family I would hope you would look at who is speaking to the upset customers and if this person is actually a supervisor rethink her position. She might be better be suited as someone not speaking with customer service.

Dear AFW ,

We had purchased rattan patio furniture from the AFW - Glendale location 6 months ago. Recently we have found that a few rattan strings are broken off the patio set so we removed the top covers installed on the edges of the furniture to inspect and we were surprised to see that this patio set was completely damaged and all the strings were broken on the top of all pieces .

Then we looked at the new furniture in the store and the new furniture didn't come with top edge covers and ours came with edge covers . American furniture sold us garbage by hiding the damage with top covers in the furniture and the sales person also never told us about the damage while selling .

We scheduled the warranty inspection also and the inspector was also surprised after seeing the damaged condition of the patio furniture . He said that this furniture should have been dumped in garbage instead of selling it by covering the damage .

We have talked to the customer care but we have not been given any options yet and we are feeling cheated by the AFW store .