American Furniture WarehouseReviews of afw.com

We ordered a mattress and boxspring set on October 1 we were asked if we wanted our current mattress removed we said no we were giving it away. We were told you that will be delivered on October 3 so make sure the other one is gone before they deliver on October 3 in the morning we had somebody come pick up our old mattress and boxspring. The delivery people came and all they had was the boxspring not the mattress and we were then told that it was on backorder nobody in the store told us that was in backwater status and now we’re out of mattress. We have nothing to sleep on. We called and spoke to a manager named Bailey. She was snarky the whole time and said that she would refund us the $94 delivery fee that’s it so the $94 delivery fee we we will get back, but they didn’t deliver what we purchased anyway will never ever ever buy from them again I should’ve known better all their living rooms that look cheap

Extremely disappointed that a veteran owned company doesn’t offer any type of military or law enforcement discounts. Shame on them!

If I could give zero stars, I would. We purchased a bed, two dressers, and two nightstands. Because each item was delivered separately, I had to take three different days off work just to receive our furniture. First delivery: The installers didn’t even tighten the nuts and bolts on the bed, and one of the dressers arrived scratched. Second delivery: The delivery team was great. They replaced the damaged dresser and fixed the bed properly. Third delivery: We were supposed to receive a dresser and two nightstands. The delivery team actually asked us to accept a dresser that had a hole in it. We refused it, along with one of the nightstands because it was damaged as well. Now we’ve discovered that the one nightstand we did keep won’t even open. I called customer service and the store manager for help, and I also texted our salesperson. No one ever returned my calls. The salesperson told me he wasn’t going to do anything because it was his day off. To make matters worse, this is the same salesperson who stepped in to take over our sale, even though we specifically asked to continue working with the original employee who had answered all of our questions. Overall, the quality control, customer service, and communication have been incredibly disappointing. We spent a significant amount of money and expected much better service than this. We have not been offered replacements, or our money back.

We have purchased our furnitu

I will NEVER, EVER buy furniture from American Furniture Warehouse again, as long as I live! I purchased a sofa, loveseat, electric recliner, coffee table and 2 end tables from the store in Thornton on May 12, 2026. It was all delivered on May 15th. I found a hole in one of the cushions of the sofa and they came out on the 17th and replaced the cushion. On May 30th I found a second hole in the sofa cushion. I called and informed them that I wanted to return the sofa and loveseat at that point. Since then I have found a 3rd hole, though I digress. I ordered a new different sofa and loveseat that was a special order and would not arrive until July 15-18. I have called and talked to no less than 12 “ customer service” people, all the while being told that “it would be another week”. Today I called and was told that now it would be “another few weeks”. By now I am livid! “Nikki” said she would call the manufacturer and call me back. Of course she did not call me back. I called again and spoke to “Chelsea”. She said that I could not be transferred to Nikki. She informed me that yes, it would be another few weeks. I asked her if I could speak to a manager and she informed me that she and everyone else there IS a manager. I said that there HAS to be someone above her, she said “no, I report to no one”. I told her I thought she was lying. I informed her that now I am going to and find furniture SOME PLACE ELSE, and that I will then call and have AFW come and pick up this DEFECTIVE AND CRAPPY furniture and get a refund. She said “you can do that if you like”. Honestly, this is NO WAY to treat customers! I have gotten furniture from AFW in the past and have never been treated like this. Trust me, DO NOT BUY FURNITURE FROM THIS COMPANY!! The value for the money you spend is nothing more than cheap CRAP!

I am disappointed by AFW’s rigid and unfair delivery policies. An $85 delivery fee within the same town already feels excessive, but adding another $45 simply to reschedule is unreasonable, especially for a family recovering from the devastating Aspen Acres Fire. Given that this natural disaster occurred in AFW’s own community, I had hoped the company would show greater compassion and flexibility toward families who have been displaced or experienced significant loss. The frontline customer service representatives were helpful, kind, and professional, and I appreciate their efforts. The problem appears to be the corporate policy, which urgently needs to be reconsidered. Customers who may need any flexibility with their delivery schedule should be aware of these additional fees before ordering. Dr. Alan Poor-Bear Chalepah, Industrial-Organizational Psychologist

This is the second time I've had a problem with an item I bought from American Furniture warehouse! Picked up the boxed chest of drawers and once opened found defects in the drawers and corners! From previous experience I find them to be very difficult to communicate with you about issues you have with their furniture! They take their time and then refer you to their warranty page! I asked for a discount and was willing to keep the chest of drawers because we are seniors and do not have a truck to return it! We had to borrow a truck from a neighbor and do not have access to it any longer! That makes it really difficult to return! So this being the second time we've had issues with the quality of our purchase, we will never purchase from this unreliable business again!! I would caution anyone regarding any purchase there to check the quality for any reviews there might be!! I purchased a fabric recliner from them that pilled within a few months and they wanted me to return it for repairs vs. A refund on this poor quality item!! I then recently purchased a dresser that was in stock, took it home with the help of a neighbor and loved it so much i ordered another because it was not in-stock. Again, borrowed a truck, picked it up and when we opened it there was a gouge and finish defectsin several spots!! Im leaving thus review because AGAIN, I'm being given the runaround with respect to a resolution!! BUYER BEWARE!! The furniture looks pretty but be careful about quality!! Any FYI, these were less expensive purchases!!

My Wife and I went into the Marana location on Saturday, June 27th, and ordered two mattresses for delivery. One mattress was in the Marana warehouse, the other would be coming from the Gilbert AZ location. We took the delivery date of Monday, June 29th, with the promise both would delivere on the 29th. On the 29th, only one mattress was delivered. I sent an email through the contact us page on AFW website and called the Customer Service Line to get what happened figured out. I received a canned system response that emails would be answered in 48 hours, which has yet to happen. Here is where the absolute nonsense started. I called at 10:10 AM, I was told hold time would be 11:00 minutes, at 10:00 minutes, the call disconnects. I called back at 10:22 AM, held for 12 minutes and spoke with AFW Customer Service Rep I was told that the second mattress that was ordered had been damaged in transit, had a cut on it, and they tried calling me but dialed the wrong number and that they had documented it. I told the agent no such thing ever happened, that it didn’t make sense that they would knowingly call the wrong number, document it, but have all of my contact information still on the bill of sale where they had called and text me about delivery? I asked to speak to a manager, I was informed that supervisors do not take calls (also a lie), I get transferred back to the queue without speaking to a manager.. I drove back to the store, which is only 5 minutes from where we live, where I provided all this information to someone at the counter (I do not remember the name of the salesperson who assisted). I told her if she could walk me back to the warehouse and show me this cut mattress, I would go home and wait an additional two days. She researched what happened, and as suspected, the mattress never shipped from the Gilbert location. I would have rated this event a one, but the person who helped at the store on Monday, had to defuse me and the situation and was honest about what happened. AFW Contact Center Management Team Pull the call! Is this type of behavior condoned? Flat out lying to customers when your associates missed something just to get the customer off the phone? This type of behavior is completely unacceptable. The person I spoke with, if they worked at my place of business would be out a job, there is no room for this behavior in business. My wife and I were looking at a $4500 dollar bedroom set, which we had not yet made a final decision on. This experience has me rethinking on where I purchase this set.