American Furniture Warehouse [AFW]
Reviews and Complaints

Bedroom suite smells after a year, of course once the warranty was over. They sent someone out to confirm our furniture does smell bad. (did they think we were lying?) they said since our warranty is up we have to deal with the smelly furniture. They said it was not mold, but how can they be sure? Hopefully they are, I am allergic to mold.
Called the Better Business Bureau and we got an additional response from the company that took awhile, but basically... the furniture must have been moved out in a rain storm to cause this. The only time it has been moved was by them being delivered into a brand new home. Almost one month ago, replied back to BBB and to this organization and heard nothing.

I have purchased a lot of items from this organization also had missing parts, damaged walls from the delivery of the set. So I spent 3000.00 on this set and stuck with it. Also called manufacture of item and they would investigate and have heard nothing back from them since August.
WARNING be careful when dealing with this organization!

I purchased other items from another organization called Woodley's Furniture. After two years my couch stopped reclining, they came out fixed it right then and did not have to pay a dime.

reminder beware of American Furniture warehouse.
D Williams

After being very satisfied with our purchase of bedroom and living room furniture at the Denver location, we decided to buy a few more pieces from the Colorado Springs Showroom location. After opening up the box of a black bonded leather accent chair, we noticed that there were no legs. After being transferred several times and repeatedly told to look for a zipper under the chair, we politely said that there were only staples and nothing in and crook and cranny where legs could be put. The first man that was actually able to order us new legs was kind and helpful, but after the suggestion of my boyfriend to call again to double check (due to the very unorganized and uninformed people we experienced prior), we got in contact with another woman that said no such comment or note had been made on our file, and she then assured us that she correctly put in our complaint. We ordered several items on Monday that were supposed to be ready for pick up on Wednesday, and we told her that we could wait until Wednesday and then pick everything up together. I called this morning to check and see what time would be best for pick up. At 9:50 a woman answered the phone (very nice) and told me that it will be available at 10am when they open. To clarify, I specified again that we will be able to pick up all of our items due to be picked up today, and she answered yes. My boyfriend left right after, arrived at the store around 10:15am, and was told that he was a liar, and that I was a liar, because no one would have picked up the phone 10 minutes before opening. I have worked in retail my whole life and have never been called a liar, especially with phone logs as proof. After waiting for 2 hours, we were told that one of our night stands is not here and will have to be picked up another day. They also said that there were no legs for our chair, and that the only available ones are the display ones on the floor, which the clerk himself said were "damaged", and asked us to be happy with them. After being there for 2 hours, we asked to speak to a manager. We were told there is no manager, but a store supervisor. They literally said that we had to go through them to talk to the higher up, and they all refused to give their store manager's name! They also blatantly lied several times about the availability of our night stands. Upon arrival today, we were told that there were 2 available, then none, then one, then none again. There was an employee that handed my boyfriend one nightstand as told him that they told the employee not to give the already paid for night stand to him! Side note: when we did leave the Colorado Springs location the first time, some of our items were ready to be taken home that day (some stools and the defective chair). After my boyfriend commented about how helpful and awesome the men at the Denver location were with helping load and tie everything down so it is safe... the Colorado location told us that the stools were available still in boxes so they should not be damaged. Needless to say, they weren't. Asking for any string or a piece of bubble wrap or folded cardboard to help protect against the bouncing was flatly denied without even making eye contact. I have never in my life been so disrespected by anyone, let alone people working in customer service. They have ruined a time in a couple's lives that is very exciting (going and picking out furniture, setting up their 1st home) and made it into a stressful and expensive experience. I will be recommending everyone in my growing development to avoid the company all together, as well as warning potential new customers by posting on review websites such as yelp.com, consumeraffairs.com, pissedconsumer.com, complaintsboard.com, yellowpages.com, local.yahoo.com, .and bbb.org. We are so unhappy with our experience that we are returning all of our items and not even bothering to go up to Denver to buy from them. We also told the employees that we will be returning our $3, 000 worth of purchases and were told flat out to go ahead and that that's fine... so that is what we will do. I'm already looking around at all of our furniture and my heart starts pounding reliving the unbelievable experience we received.
Employees in different departments were telling us that there are always problems with the front desk people (hello! They are the face of your company!) and employees were bad mouthing customers on hold or in other parts of the store in front of other customers! All around terrible, we weren't the only ones in there today with complaints. To the public-I say run, and take your thousands of dollars and sanity with you.

Tried to buy furniture. They couldn't precommit to a delivery timeframe on the sheduled day. Said they would call me the day before and tell me when and if i didn't accept that time, i would pay a second delivery fee. Manager was an incompetent guy who wouldn't simply resolve this so i took my money elsewhere. You would be wise to do so too. Logistics should be simple to resolve and customer service should be more important to them. Delivery scheduling seems like a money scam.

Went there to buy a bar stool. We called ahead of time and were told they had 3 of the bar stools in stock. We found the bar stool we wanted on display. We were told they didnt have any in stock, so we asked if we could buy one to the two bar stools they had on display. Out of all the bar stools they had up against the wall on display, the one we wanted to purchase had TWO on display, while all the others had only one bar stool on display. We offered to pay full price for one of the bar stools on display and they refused. We went and spoke to a manager and he said" His boss doesnt like it when they sell display models". And that was the end of it, he flat out refused to help us. Apparently our money is no good at their store so we refuse to ever spend a dime there again.

Purchased a leather match sofa and love seat. The cushions, back rest and arm rest are suppose to be made from 100% leather. Their floor model had a "leather" sign attached to the sofa along with 100% leather cushions stated on the floor models label. I received my, what I thought was a leather match sofa and love set, noticed that it just doesn't "feel" right. Not a leather type feel to it, I pulled off the cushion to see what the manufactures label said and mine stated 52% leather 48% pvc for the cushions. I demanded my money back, after all it wasn't what I paid for ( wasn't cheap) and that they needed to come pick up their over priced bonded leather sofa and love set up. They agreed, and I thought, great! Good customer service.. ha! no no no... First they told me I would have to take a day off of work if I wanted it picked up in the next few days. They would call and give me a two window the night before but I should plan to be available for 4 hours.. Yeah, that's not going to work. I said, Saturday would have to be the next available day but that I need to have them at my house by 11:00 am.. Was told they would "note" their system. So I get a call the day before and was told, they would be picking it up between 1:15 and 3:15 Saturday.. Wait, what? I'm sorry that's not going to work for me. I have a life and stuff I need to do! They said, there is nothing they can do for me, either I'm there between 1:15 to 3:15 or I'll have to reschedule. Really! You sold me something that wasn't what it was suppose to be and I have to rearrange MY schedule for YOU!.. Great customer service, NOT! I do not give bad reviews about companies, I just don't have the time and what not. But I made an exception about them.. please do not waste your time and hard earned money on junk furniture and than be treated like your time and money mean nothing to these people.

We purchased our furniture at the end of February 2013. By august the sofa we purchased was sagging tin the middle. We were told we had a one year warranty and called to complain about this issue. they sent a tech named Rich out to look at it. All he did was glance at it, and then took some pictures. This whole time he was telling us it could not be repaired and they would let us exchange it for a usage fee, which we were fine with. So after he left, he called us and told us they were now not going to let us exchange it, but try to fix it. she we called customer service again and told them the tech had said it was not repairable, and they told us in the notes he wrote that it was.. so he lied to us! right to our faces. And all they did to "repair" was add some stuffing, they sagging cushion was not repaired, even though it was well within the year warranty, and they told us this was "normal wear"
if that is normal wear i'd hate to see what it will look like in a year...very disappointing.

Don't buy American Furniture if you're not going to live in Colorado throughout your warranty coverage! I bought a couch and within a year, I need major reconstruction to it! Cheap furniture that's priced high! Don't buy! Go somewhere else! Trust me, you're going to save money in the long run! Go somewhere else! Terrible customer service and not willing to help the customer!

You would think having good credit line and making major purchases... they would work with you!

I purchased over $2000 worth of furniture from AFW. They were extremely unflexible with my delivery. They never called me the day before to give me my delivery window. Customer service was extremely rude, and told me I could take my business elsewhere. They showed up early for delivery and no one was home, they wanted to charge me $100 to redeliver. They have poor customer service, it was a TERRIBLE experience. I would not advise purchasing from them.

I purchased dining room chairs from american furniture warehouse in englewood, co on 10/31/2012 and was told that I would have my items on 11/9/2012 for pick up. I called customer service on 11/9/2012 to check if my items were available for pick up and was told that my sales person gave me the wrong information (Mind you the date for delivery on the receipt indicates 11/9/12). So I asked to speak with a manager becasue that wasn't what was relayed to me at the time I purchased, so I get transferred to a so-called "corporate manager" who tells me bascially the same thing, that my sales person gave me the wrong info and that the ship date was for 11/9 and they have up until 7 days after that for them to be available for pick up which would put me at 11/16/2012. Today is 11/13/2012, I just decided to call to find out if the chairs are in, and I was told that they are expected to be available on 11/27/12! I said what happened, I was told a different date, they didn't have an answer only to say the shipper says that will be shipped on 11/20/12 and they have up until 7 days have them available. So I said is there any reason why I wouldn't have received a call letting me know this? I'm beyond pissed! I expected to have the chair before the holiday, had I known I would take nearly a month to receive my merchandise I would have never purchased the items. I never had a bad experience in the past with american furniture until now, and trust me, it will be the last time I do business. The customer service reps are very rude/uncaring and have no knowledge of anything, and when asked to speak with a manager you get transferred to one that claims to be the corporate manager, not providing a last name, not providing information to reach a district/regional manager, nothing. Never again jake jabs!

I bought a table from American Family Warehouse and decided I would pick it up myself. I called a few days later to ask if it was in yet, and they said it was. So I borrowed a van big enough to put it in and drove 45 minutes to get there (1.5 hours round trip). Once I got there they said they were wrong and it was not in. I called later and talked to customer service and they acted like it was my fault and I don't think they really cared. The table came in a few days later so once again I had to borrow a vehicle to pick it up in and drive another 1 1/2 hours round trip. When I got there they tried to give me three chairs saying that the fourth was on back ordered. I got them to go back and look again and they found it. Once we got the table home we realized that the middle of the table did not fit all the way together so there was a sizeable gap. AFW had a "tech" come out and look at it, but he was not able to do anything. He called and they agreed to have a new one delivered and to pick the old one up. This would have been such an easy and acceptable resolution, but once they found out I picked it up from the store myself they said I had to take it back myself. I had already spent three hours driving to pick up the table and it was not my fault that the table was broken. The customer service person I talked to was very rude and absolutely did not care. This purchase was almost a thousand dollars I would think the least they could do was deliver a new table. I finally got a hold of the customer service manager and she finally agreed to deliver a new table this one time. Overall, this has been a very bad experience and I just don't think anybody cares. I have spent thousands of dollars at AFW, and all I expect is a little care and compassion. Jake Jabs says they care about Colorado, but they just don't show it. I just want somebody to know that I'm very unhappy and it should have been so easy to take care of if you really cared.

I have no problem with American Furniture's product and especially appreciate Greg, our sales person. What I do have a serious problem with is Well Fargo Financial - American Furniture's business partner. Make one mistake with them and they jack up the percentage to 24%. Not only can you not actually speak to a person at Well Fargo, American Furniture also has no phone number by which to speak to an actual person. It seems that all the money that American Furniture is shipping toward Wells Fargo Financial, they should be able to offer some help to a customer. I won't buy anything else at American Furniture because of this experience. Now, I have to spend time writing letters to all three credit reporting agencies to fix a problem that I originally tried to avoid. I have to wonder if Jake Jabs also has a hand in the Well Fargo pie.

American Furniture Warehouse is a paradox within itself. I was a recent employee from their Grand Junction location, and the place is a two edge sword in all aspects. The management getting into circular debates, “Pissing Contest, ” with the employees getting wet, to fellow workers vulture culturing from each other, fear for your job came into play. You couldn’t trust saying aloud your thoughts, without being fired, or suspended for query or concerns!
I always found it amusing how they spoke of low employee turn around, when they don’t account for those that quit, cause of moral and work conditions. Those of us that remained had no trust in the daily issues or affairs. Examples of this range from Delivery Drivers driving way over their legal limits, with management looking away when they first opened, to people working off the clock just to cover their ###. It’s a shame DOT only require 6 months back for records. Fear the Labor Board if they ever did their trade! We workers stood at fault as well, for the money flowed, paychecks were nice, and all kept our mouths shut. . . .Until we started hearing rumors from other stores, that our commission base was cut just pay for the new store, then and there workers started to question it. Write ups became quite popular, when you got burnt out with the task at hand, or even got punished when you inquired too much! Well that didn’t form to well with superiors, so the whip was cracked and rats started to abandon ship. Ever get the chance, you should ask them how many original employees remain since they opened. Don’t be surprised with the answer. It’s no fun working 12, 14, and at times 16 hrs. days and averaging your pay hours out to almost minimal wage. No that does not include overtime base, remember we’re on commission!
To those of you that think customer service is bad? Don’t blame them as an Id parade. They are a magnificent troop, with a few idiots! I will say that the only impasses I’ve had with them, are the same several who care nothing for the customer or their fellow team members. They pass on the faults of their miserable little life to all in contact with them. Permission to blame others they will do, with no regards to the pain they cause surrounding them! I wish the team members there a better job, for they do deserve better. Company policies stifle the true honest person there, so even they get chewed to the bone. You don’t like your customer service rep, than call another. There are some awesome people there, just give them a chance! They will surprise you.
I am able to write a 50, 000 thousand word report, about my personal thoughts of AFW. That would be the short version! Maybe another time, after I go in and see if things have gotten any better, but to no avail this time. Just know other places exist for occupation besides American Furniture Warehouse. They are a $400, 000, 000 a year business, so a few employees and complaining customers matter not to them!

In March of 2011 my mother and I went shopping at American Furniture Warehouse in Westminster, CO. There were several outdoor chairs on display. One was a hammock type chair. My mother sat in it and it fell apart. The chair seat dropped my mother to the ground where she hit her head on concrete. The metal pole that held the chair then tipped over and also hit her on the head. We've requested payment from American Furniture Warehouse. They submitted it to their insurance company who denied the claim. We contacted American Furniture again. They said they'd pay the bills as an act of good faith and customer service and asked my mother to submit the bills to them. She did and didn't hear anything for several months. She talked to AFW again and they repeated their earlier offer to pay the bills and we resubmitted them. Still, nothing was done. We then submitted them to the store manager who was present at the time. This was in September of 2011. At this time, the insurance company is saying that it wasn't AFW's fault, but that they'll take another look and also submit the information the manufacturer. The woman at AFW is going back and forth about if they will pay the bill. The bills are very late. It has affected my mom's credit and finances in a very negative way. It has caused her an incredible amount of stress and anxiety, not to mention the pain that she's in.

American Furniture Warehouse has to have some of the worst customer service/sales people in the industry. My wife and I ordered A sofa/loveseat/chair combo on 2/25. We were told that the sofa and chair were on order and would be in around 3/23. No big deal. So the 23rd comes and goes and we never received a call from the sales agent that our furniture was in like we were told we would. Finally I call customer service to see what the situation on our order is. I am told that there was a delay at the manufacturer and now everything will not be in until the end of April. OK not that big of a deal, I have worked in retail stores and know sometimes shipments get delayed. So I ask why the sales rep did not call and inform me that the order was delayed, and was told that is not their job?. Not their job, THAT IS EXACTLY THE JOB OF A SALESMEN. I have worked in retail for many years, and whenever an order is being delayed or back ordered it was always my responsibility to let the customer know. Not your job my ###. This was my first and last shopping experience with this worthless company.

I have purchase thousands of dollars with afw over the years and I will never purchase with them again! Every single time I bought something new with afw i've had some sort of problem with the furniture or delivery and it was always made worse by the customer service reps... Which btw all seem to be managers and they are as high up the corporate ladder as you can climb! They are all so rude and cold to any kind of problem i've had! I'm just so numb from the whole situation I don't even want to go into details! Though long story short... I was given a lot of wrong information through my entire purchasing experience of a sectional 6 days ago. Talking to the customer service reps has left me in tears. My furniture is on back order and after reading other complaints I fear it will continue to be pushed out further and further. Afw seems to care less how inconvenienced their customers are rather than compensating them for the sake of customer loyalty/happiness! I'm wondering if I should just return it now and look for one somewhere else that would makeup for any back ordering with good customer service? I may post another complaint later with more detail when I get my energy and sanity back from speaking with those horrible customer service reps! Truly never never experience any business run this way and am appalled that they can keep customers coming back!
If this situation i'm dealing with is not resolved, I will do as much as possible to spread the word about how crappy the service with afw is!

We are all well aware of many cases of customer dissatisfaction. But, we, employees cant talk. We will get fired. And, yes, Managers curse at employees as well. Don't ask us, we cant tell!

I went to American Furniture on February 8th, 2010 to buy a sofa and table. I get there around 7:00 pm and I'm told I can't buy anything. I just drove 45 minutes and am not able to purchase what I went there for. I am told by an employee the computers are down. If that's the case why does their website advise the stores were closing early and then didn't close? Why keep a store open if you can't buy or pickup your furniture. On top of that there were salespeople on the floor. I used to sell furniture and know for a fact they are 100% commission. Is this how American Furniture treats their commissioned salespeople? That's called free labor Jake Jabs and is against the law! I felt sorry for these poor people as much as I felt sorry for myself for not being able to accomplish what I went there to do. I ended up going to Furniture Row and made a purchase with them and received wonderful service! I told several people about my experience and everyone agreed no store should remain open if you can't do business. Much less keep a staff on hand that's there for free! I will never waste my time going to American Furniture again!

Long story short had to wait 2 months for a sofa, then after damaging a coffee table and 2 end tables over a 7 month period (Return after return was damaged) rude sooooooo rude treating me like it was my fault, so I said I will keep the talbes oh how much is my credit? The guy gets pissed off and said well youve been flaged and cant shop here any morex! Xxxxx jerk can you belive that his name was dale... Well i'm going to try to sue them and take it to court...