American Furniture Warehouse [AFW]

This order was purchased on 1/28/21, the 1/2 chair was on back order until 2/12. My roommate and I liked the set very much and were okay receiving the 1/2 chair 2 weeks later. We were told that a sales representative would contact us with updates to the back order if anything changed. The sofa and ottoman were delivered on time, but we did not hear about the 1/2 chair. Over the next 4 months, I reached out multiple times to check the status of the chair. No one called me when order delays happened, each time I called I got a different delivery date. No one could provide me with any more details. It's now 6/10/2021 and this chair has not been delivered. I reached out to my sales representative, Delmy Guevara, at the beginning of June for a status but there was no response. Finally I contacted customer service, they reluctantly gave me a $50 store credit after I asked for a discount on the order given the circumstances. They also said the chair would most likely be delivered in July... I've heard that before. The order was over $1300 and we were charged the entire amount back in January. We considered cancelling the order, but wanted the matching pieces. I'm very disappointed with the lack of communication, information, and ability to provide discount/store credit/etc for the inconvenience. If I would have know the order would be delayed so long, I would have not purchased this at all.

I have been working on the purchase of some $5, 000 in furniture and have spent thousands more with afw over the years. Before purchasing and scheduling a second bedroom set to replace a brand new set bought in february, the sales person delmy specifically told me that they could disassemble the recently purchased one and to call customer service to schedule the extra time to do so. Customer service transferred me to delmy who then transferred me back to customer service whom rudely told me that their sales team is wrong, refused to transfer me to a manager, claim to be a manager; then, their customer service claims all of their customer service representatives are all managers. Refuse to address and hang up. Their response to not wanting to deal with the situation created by afw. Do not accept responsibility. The old bait and switch. Rudest customer service people ever. Jake may have started with a vision, but now customers are told to cancel their orders, take their business elsewhere and get hung up on.

I purchased $4k worth of furniture from American Furniture Warehouse. All but one item was delivered on time. I have had to contact the store THREE times (because no one from the store has bothered to keep me updated on my order) only to be told each time my delivery date has been extended several more weeks. The last reason my order was further delayed was because other customers had ordered this item before me (this is just the latest excuse). I can understand that. What I can't understand is why I wasn't warned of that, or why AFW didn't keep up with supply, when they clearly knew what the demand was. When I called, the first manager suggested I return all the matching items (which have already been delivered, and which inconveniently give you a four hour delivery time the DAY BEFORE delivery at a charge of 7% of your order) and "get something else". When I asked to speak to another manager he said he was "the only manager in the store". I reinforced my desire to speak with another manager, so he "found one". The second manager was worse than the first! She was rude, condescending, and had a MAJOR attitude, as if this is my fault! She shifted the blame to the supplier, to me the customer, to everyone, but her or her employees. Now, I have to simply sit here and wait until my order may or may not come in. I literally purchased everything in my home around this one item. I took a drawer from the item around the store matching the rest of my furniture to it. Why should I have to get something else because they can't solidify a delivery date? Further, wouldn't offering me something as simple as 10% off my next order be easier than being so incredibly rude about THEIR mistake? I am so frustrated. Unfortunately, AFW simply does not care. They are a "warehouse" company selling mass supply. I wish I had been warned before spending money on items that are important enough to me to be in my home.

I can understand mistakes happen. I can't understand how they consistently happen, or how their managers are trained and continue to be so rude to customers. I can guarantee the managers at AFW would be similarly frustrated if the roles were reversed. Further, I was NEVER offered $30.00 off as is suggested in response to the multitude of complaints being blogged about. on several websites re: AFW.

American Furniture Warehouse sells defective furniture and lacks Customer Service.
Here is how the story goes.
My husband and I purchased a black desk from AFW. We brought the desk home and there was a big chunk missing from the hutch. We went back down that night to exchange it out. We returned home with another hutch. When we opened it it was again broken. The next day we went back. The return department brought down another desk that was in shambles. They then got another desk in which there were staples in all of the wood when I showed the guy he said oops and then told me that they did not have any more desks. I said I needed the floor model because I needed it ASAP yet again this piece had chips missing from it. I returned the whole desk set and recieved a 50.00 credit. I put my money back into AFW and got a completely different desk and actually spent more money. We got the desk home and the top hutch was broken. I informed customer service that I needed a new one delivered to me as I have already made 4 trips and she said that I would have to pay 50.00. I called Corporate the next day and spoke with Laura. Laura was completely rude she informed me that I am never satisfied. I told her it is because I am recieving broken furniture that I have paid full price for. I explained that I did not feel that I should have to pay for the delivery. She proceeded to say is that all I want is money and credits and even if I recive that I will still not be satisfied. I informed her that I am not asking for money just the delivery and she said that then they cant pay their delivery driver if they are waving the fee. She marked our profile as a crohnic complainer and said that she would get it delivered however if it was delivered damaged we were not allowed to return it at all! We have to keep it damaged.! In addition she said that if we complained any more she would come out and have the remainder of the desk taken from our home. We have bought and paid for this desk and she can not threaten us with this. I informed her that if the top hutch was broken we would be taking the entire thing back for a refund and they would lose our business and she said that they are not losing any business.
AFW does not stand behind their product or care about their customers. They only care that they control the furniture market and what they can get from our pockets. Please be aware of what you buy from there.. I strongly suggest opening your product before you leave and having them repackage it for you. Do not worry about the line or the inconvience because they do not care about YOU!